Medallia and Ipsos’s report reveals that customer experience has become a tipping point for loyalty and brand trust, as 61% of consumers say a single negative experience can drive them away. Speed, ease, and empathy are top priorities, yet many companies fail to meet expectations—only 38% of consumers feel understood. Brands that effectively use feedback and act on it in real time build stronger relationships and differentiate themselves. The report stresses the importance of connecting CX data to frontline action, empowering employees, and using real-time signals to proactively manage and elevate customer experiences.

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