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Whitepaper

Lessons From the Intersection of Brand and Customer Experience

Claims that strong customer relationships trump brands in a digital world make for great head­lines. But rarely is the reality so definitive. That is what Medallia found when we partnered with a large international luxury retailer to look at the interplay between brand and customer experience. Read this report to understand the dynamics of brand and customer experience based on a study of 65,000 customer ratings and almost three million transactions.