Medallia's study of over 580 CX programs reveals that leaders outperform laggards by being intentional in four areas: collecting diverse customer feedback, using analytics for actionable insights, engaging employees with accessible data, and driving innovation through automated responsiveness. CX leaders are more likely to achieve revenue growth, employee satisfaction, and customer loyalty. They gather feedback across more channels, analyze data more frequently, and integrate CX strategy into daily routines. They also invest in employee experience and align digital and human touchpoints to deliver seamless, personalized interactions across the entire customer journey.

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