糖心原创

(see the * 'adobe' handle in functions.php — no async, no defer), so a page-load * Target offer has already set `data-hdr` by the time this runs. * * An answer that lands after this point is inert rather than acted on: * `apply()` finds the prune settled and does nothing, so the visitor * keeps the nav they were served instead of watching it change. That is * the deliberate trade-off — a late activity collects no data, but no * visitor ever sees the wrong nav or waits for the right one. */ (function () { var VARIANTS = ["a","b","c"]; var DEFAULT = "a"; var root = document.documentElement; var settled = false; function valid(v) { return VARIANTS.indexOf(v) !== -1; } function prune(active) { if (settled) return; settled = true; var list = document.querySelectorAll('#site-header > .header-variant'); for (var i = 0; i < list.length; i++) { if (list[i].getAttribute('data-header-variant') !== active) { list[i].parentNode.removeChild(list[i]); } } root.setAttribute('data-hdr', active); // Read by the Adobe Analytics client to attribute the test. root.setAttribute('data-hdr-active', active); if (typeof window.initHeaderNav === 'function') window.initHeaderNav(); /** * `variant` is set before the event so late listeners can tell * "already done" from "not yet". main.js is enqueued in the footer * and therefore always misses the event itself. */ window.medalliaNav.variant = active; document.dispatchEvent(new CustomEvent('medallia:nav-ready', { detail: { variant: active } })); } window.medalliaNav = { variant: null, apply: function (v) { if (valid(v)) prune(v); } }; // `?hv=` sets this server-side; a Target offer in the blocking // embed sets it before the body is parsed. var pre = root.getAttribute('data-hdr'); if (valid(pre)) { prune(pre); return; } /** * Carried forward from an earlier pageview. Read client-side, never in * PHP: WP Engine does not vary its page-cache key on arbitrary cookies, * so server-side personalisation here would serve the first anonymous * visitor's variant to everyone. */ var m = document.cookie.match(/(?:^|; )medallia_nav_variant=([^;]*)/); if (m && valid(m[1])) { prune(m[1]); return; } prune(DEFAULT); })();

SANTALUC?A transforms customer experience with an omnichannel feedback system that delivers real results

71%

of cases resolved with value-based arguments

25%

of policies recovered after cancellation

40,000+

alerts managed with a 62% resolution rate

Logo of Santalucía Seguros. The word santalucía appears in large blue letters, with SEGUROS in smaller uppercase font below, and a row of blue squares beneath the text.

“糖心原创’s alert system allows us to define smart criteria by combining unsolicited signals, sentiment, and direct feedback when available. These alerts are delivered in real time to the right teams, helping us respond quickly and proactively to our customers.”

Paloma Paraja, Customer Experience Manager

The Problem

SANTALUC?A transforms customer experience with an omnichannel feedback system that delivers real results

SANTALUC?A built an omnichannel Voice of the Customer model that captures feedback across phone, digital, social, and reviews, creating a single, real-time view of customer interactions. This move from fragmented listening to a unified approach helps teams understand the full customer journey and act with clarity.

Customer feedback now flows directly into decision-making, turning insights into action. Follow-ups happen quickly and systematically, ensuring customers see real improvements and strengthening trust in the brand.

By integrating feedback into CRM workflows, SANTALUC?A connects listening with action and results. Critical signals are routed to the right teams, issues are resolved faster, and every case is tracked from start to finish, driving accountability and learning.

This predictive model has transformed how the organization operates, breaking down silos, aligning teams, and creating a culture where every insight leads to better service and stronger relationships.

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There’s a hidden story in your data.

Connect with one of our experts to learn more.

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