Beyond Surveys: Connecting CX Signals to Drive Business Outcomes | Experience '26 скачать в хорошем качестве

Beyond Surveys: Connecting CX Signals to Drive Business Outcomes | Experience '26

In this Experience ’26 session, Medallia’s Chief Strategy Officer outlines how CX must evolve beyond surveys to stay relevant in the AI era. Learn how connecting omnichannel signals, applying advanced analytics, and focusing on revenue, efficiency, and risk transforms CX into a true business driver. ————— 0:00 Introduction 0:25 Evolution of CX: From Surveys to AI 1:31 The Changing CX Landscape 2:35 Connecting the Dots Across Customer Journeys 4:54 Understanding Good vs Bad Experiences 8:19 Mapping Experiences to Business Outcomes 11:45 The Modern CX Professional 13:53 Bank of America Case Study with Jason Renteria 24:30 Technology: From Static to Dynamic Insights 25:46 CIBC Case Study Overview 27:07 Process and Organization 29:17 Accenture Insights with Amy Palen 35:36 Recap and Call to Action ————— Connect with Medallia: https://medallia.com Linkedin:   / medallia-inc.   X: https://x.com/medallia Facebook:   / medalliainc