In today’s retail landscape, the ability for organizations to be fluid and agile when it comes to evolving their customer experience is paramount. To do this effectively means listening to customers early and often, broadening your signal strategy and creating a continuous feedback loop with stakeholders who can act on early warning signs of friction in close to real time.
Listen to Medallia’s Strategy Analytics team discuss how the conversation with Retail customers changed and evolved this past holiday in comparison to years prior, and what themes continued to build strong momentum throughout 2020, signaling where experience innovations should be focused in the year ahead.
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