The Root Cause Revolution: Smart CX Starts with Asking “Why?”

Customer experience is at an inflection point. The old way — send a survey, track a score — isn’t enough anymore. Too many teams still fly blind on what’s really broken and how to fix it.

It’s time to connect the dots across every signal, and get to the root causes that drain revenue, drive up costs, and push customers away.

Watch Medallia’s Chief Strategy Officer, Sid Banerjee, with Wayne Simmons, Global Customer Excellence Leader at Pfizer, and Ericka Lucas, VP of Customer Experience & Support at Bob’s Discount Furniture, as they share how they’re moving beyond one-size-fits-all CX to tailored strategies that deliver real results.

You’ll get practical guidance on how to:

• Ditch outdated approaches with actionable plans
• Listen everywhere, not just through surveys
• Use AI to make sense of data, faster
• Build a culture where everyone owns CX
• Tie CX directly to revenue, savings, and measurable impact