Medallia and IDC’s infographic highlights that despite collecting vast amounts of customer data, many organizations fail to turn it into meaningful experiences due to disconnected systems, metrics, and teams. To meet rising expectations—84% of customers value personalization—companies must adopt experience orchestration. This involves unifying data, applying contextual analysis, and enabling real-time decision-making. Key benefits include improved loyalty, profitability, and issue resolution. Orchestration systems must be holistic, responsive, timely, scalable, and value-adding. Success depends on breaking down silos and integrating systems of record with systems of engagement.

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