Medallia：2026年对话智能：新客户体验优势报告（英文版）

59% of customer communications happenoutside feedback surveys-often lost inservice Iinteractions.Only 1 in 3 CX teams report highconversational intelligence use and aimosthalf aren't usingit at all. CI helps drive KPls across CX, the contactcenter, and the broader business: NPSe,first contact resolution, upsell rates, andrevenue per customer. CX leaders are 6x more likely to useconversational inteligence in a meaningfulway vs. laggards. Most CX practitioners (64%) plan toincrease their CI