PeopleMetrics

DECEMBER 12, 2017

“Customer Experience Management (CEM) and Customer Relationship Management (CRM) are the same, right?”. While it may be true that at their core, both systems revolve around the key interactions a customer has with your brand, CRMs and CEMs serve distinctly different purposes and operate from two contrasting angles.

CEM 84

CEM CRM Customer Relationship Management VOC 84

SurveySensum

DECEMBER 30, 2024

Best Features User-friendly design for easy survey creation, customization, and deployment. Identify sentiments, complaints, and trends for actionable insights with AI-powered text analysis. What makes NICE stand out is its unified approach to collecting, integrating, and analyzing customer feedback.

Sentiment Analysis 52

Sentiment Analysis Machine Learning NPS B2B 52

ECXO

JULY 8, 2024

Enhancing Tech Adoption through Exceptional Design Introduction Originally posted at: [link] In the rapidly evolving landscape of technology, digital product design has emerged as a critical factor influencing adoption rates and overall customer experience. This is a valid way to continue improvements with the voice of the customer.

Touchpoint 156

Touchpoint Technology Technology VOC 156

SurveySensum

JANUARY 9, 2024

It Encourages Skewed Behaviour Agents might exhibit skewed behavior, focusing on actions that contribute to higher CSAT scores rather than addressing the root causes of customer issues. This could result in short-term gains but neglect the long-term goal of building meaningful customer relationships.

VOC 52

VOC Scorecard Construction Customer Satisfaction 52

SurveySensum

OCTOBER 4, 2023

Real-time Analysis Ensure the tool gathers and analyzes customer feedback in real-time and gives you timely alerts. Ease of Use The tool should be user-friendliness for both customers and your team. It empowers you to deploy CSI, SSI, NPS , CSAT, onboarding, and other VOC surveys to gauge the pulse of your automotive customers.

Customer Feedback 52

Customer Feedback Sentiment Analysis Text Analytics CRM 52

eglobalis

AUGUST 19, 2024

While NPS provides a quick snapshot of customer sentiment, it often oversimplifies complex customer relationships, leading to frustration among businesses seeking deeper insights. Lack of Actionable Insights or Simply Too Few The simplicity of NPS does not provide detailed reasons behind customer ratings.

NPS 471

NPS Net Promoter Score VOC Actionable Insights 471

Waypoint Group

OCTOBER 17, 2019

Metrics to gauge product improvement plus customer experience and satisfaction. Actionable insights for more productive and meaningful CSM customer interactions. Concrete customer input removed the guesswork from internal communications. Better customer engagement and feedback management are a big reason why.

B2B 40

B2B Actionable Insights NPS Compliance 40

Waypoint Group

MARCH 20, 2019

And so it goes with Customer Success. We all know we should be doing the right things that strengthen customer relationships and get ahead of the renewal so there are no unexpected surprises… but doing what , exactly? In other words, just bringing people to fight a fire wasn’t enough. Beginning With the End In Mind.

Key Driver Analysis 40

Key Driver Analysis Customer Feedback Start-ups Actionable Insights 40

PeopleMetrics

FEBRUARY 4, 2025

When I first wrote Listen or Die , I outlined how organizations typically fall into one of three VoC phases: Building, Growth, or Optimization. No matter where you start, the goal remains the samecreating a VoC program that delivers actionable insights, improves customer experience, and drives business results.

VOC 62

VOC AI Text Analytics Touchpoint 62

InteractionMetrics

APRIL 10, 2025

These are the surveys that, when designed well, lead to better customer relationships, smarter products, happier employees, and clearer market positioning. Customer Experience & Feedback Surveys These surveys cover every customer touchpointonline, offline, or somewhere in between.

Customer Satisfaction 40

Customer Satisfaction Net Promoter Score Healthcare Innovation 40

InteractionMetrics

MARCH 20, 2025

Think of great CX software as a truth-teller: it lets you spot friction in real time, personalize interactions, and turn existing customers into die-hard fans. If feedback exists, these tools capture it, turning whispers and shouts alike into actionable insights. Contact NICE to get a custom quote for your exact needs.

CX 52

CX Social Media Contact Center Compliance 52

Confirmit

MAY 29, 2018

What is Voice of the Customer (VoC)? Voice of the Customer refers to the way an organization collects customer feedback, analyzes the data, distributes it to the right people and takes action on these insights in order to generate financial benefits. How Do You Build a Voice of the Customer Program?

Voice of the Customer 40

Voice of the Customer VOC Customer Journey Map Net Promoter Score 40

PeopleMetrics

APRIL 22, 2025

Over the past 3 months, Ive been revisiting lessons from Listen or Die: 40 Lessons That Turn Customer Feedback into Gold through the lens of AI. From NPS to VoC, AI has transformed how we look at and act on customer experience. Writing this series has been one of the most energizing projects of my career.

AI 62

AI VOC Text Analytics NPS 62