Medallia’s executive guide explains that post-pandemic digital transformation has accelerated irreversibly, making customer expectations more dynamic and unpredictable. To thrive in this digital-first era, businesses must continuously adapt by prioritizing customer and employee experiences across all touchpoints. Success hinges on listening to real-time experience signals—from surveys to social and operational data—and unifying feedback across digital and in-person channels. Leaders must bridge technology and human interaction, integrate systems for holistic views, and empower employees with insight. Staying competitive means using AI and cross-functional collaboration to innovate and act ahead of customer demands.

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