C3Centricity

OCTOBER 16, 2019

The last quarter of any year is a stressful time indeed, but this post on actionable insights is a must-read if you want to start 2020 ahead of the competition! The topic was “Insight into Action with Impact” One of the things that I loved about the workshop was that marketing was invited too.

Actionable Insights 69

Actionable Insights Legal Social Media Start-ups 69

Intercom, Inc.

FEBRUARY 12, 2020

They’re an integral part of how we build and nurture a customer-centric culture at Intercom. Bringing the voice of the customer to life. Every SaaS company has different processes for collating customer feedback and raising feature requests. Capturing actionable insights.

Engineering 193

Engineering Education Actionable Insights Sales 193

Callminer

JULY 18, 2019

What do you think is the most powerful insight we can gain from topic turns? Finding actionable insights can alter agent behavior and make true business impact. But what the actionable insight actually is vary from business and department. Join us August 14th.

Machine Learning 140

Machine Learning ML Artificial Intelligence Actionable Insights 140

SurveySensum

MARCH 3, 2022

11 best Voice of the Customer tools to listen to your customers effectively. Studies state that companies still find it difficult to stand out in the competition based on the customer experience they provide. As per Gartner Group, 89% of the companies still compete to stay on top in the minds of customers. .

Voice of the Customer 52

Voice of the Customer VOC Sentiment Analysis Close the Loop 52

PeopleMetrics

OCTOBER 25, 2017

It’s the age of the customer and the world’s biggest brands are duking it out every day for a greater share of our hearts, minds, and wallets. Customers hold more decision power than ever in an era where information about any company’s products and services is just a mobile search away. Draw new actionable insights at scale.

CEM 122

CEM Customer Experience VOC Government 122

Futurelab

APRIL 4, 2023

As those who follow me know, I am quite passionate about Voice of the Customer (VOC) Programmes being set up correctly to drive action, engagement and ROI. I have given many speeches, presented at least 50 webinars in 3 languages and given advice to dozens of companies around this topic.

VOC 130

VOC NPS Predictive Analytics Actionable Insights 130

Callminer

FEBRUARY 26, 2019

If you only measure customer satisfaction based on individual interactions, how do you know how happy a customer is with the entire experience you deliver? Was the customer happy before a bad experience? It is important to understand the true “voice of the customer” based on the entire experience received.

Customer Satisfaction 159

Customer Satisfaction Social Media Customer Survey Actionable Insights 159

Futurelab

DECEMBER 27, 2023

First, businesses started asking for actionable insights rather than just data: a new role that the researchers performed well, turning from number crunchers into consultative teams. Customer data has transitioned from a scarce commodity to an overwhelming flood of information. Yet this is rarely the case any more.

Customer Experience 162

Customer Experience CX Start-ups Actionable Insights 162

SurveySensum

MARCH 26, 2025

From spotting customer sentiment in reviews to detecting fraud in financial reports, text mining helps businesses turn unstructured text into actionable insights. To gauge customer satisfaction, they run a CSAT survey across multiple channels and receive 2,000+ open-ended responses.

Text Analytics 52

Text Analytics Social Media Sentiment Analysis Actionable Insights 52

Lumoa

OCTOBER 31, 2021

The Lumoa platform has been integrated into Forsta’s world-class experience platform to provide advanced AI-driven analytics to customers seeking to quickly identify the trends and insights that matter the most.

VOE 78

VOE VOC Unstructured Data Artificial Intelligence 78

PeopleMetrics

JANUARY 28, 2016

Improving the customer experience starts with collecting customer feedback. Depending on a variety of factors, you may tackle that collection with a homegrown feedback solution or a professional Voice of the Customer system. But customer feedback turns into a lot of data quickly. Elbow nudge.

Customer Feedback 83

Customer Feedback Actionable Insights Voice of the Customer Start-ups 83

SurveySensum

DECEMBER 24, 2024

SurveyMonkey is a widely-used customer feedback tool that offers drag-and-drop functionality to design surveys and analyze data for actionable insights. However, it falls short in key areas like advanced capabilities and customization, which might limit your CX operations. So, what exactly are these limitations?

Sentiment Analysis 52

Sentiment Analysis NPS AI Start-ups 52

PeopleMetrics

NOVEMBER 6, 2014

Customer data leaving you frustrated? We often find ourselves with lots of numbers representing our customers’ feedback, but few actionable insights to create the ultimate customer experience. Customer Experience Customer Feedback Customer Experience Strategy Voice of the Customer'

Customer Experience 80

Customer Experience Voice of the Customer Customer Feedback Actionable Insights 80

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

Execs In The Know

APRIL 14, 2022

Not only did the event bring together many of the best minds in customer experience (CX) — all for a much-needed moment of COMMUNITY, CONNECTION, and BALANCE — but the event also provided a ton of learnings and actionable insights for attendees to take back to their organizations. CRS Clearwater Panel Discussions.

Real Estate 98

Real Estate VOC Actionable Insights CX 98

Callminer

JULY 15, 2019

Join Vice President of AI Rick Britt and Senior Data Scientist Yang Liu as they break down the myth from reality on AI’s popularity and how you can turn the data captured in your call center into actionable insights. Register for 1pm BST Session. Register for Noon EST / 9am PST Session . Why Your Contact Centers are a CX Goldmine.

Artificial Intelligence 28

Artificial Intelligence Contact Center Machine Learning VOE 28

Zendesk

MARCH 31, 2021

How to get customer feedback. Now, we’ll discuss how to get customer feedback. Three of the most common ways are by sending customer surveys, building a community forum, and rolling out a Voice of the Customer program. Send customer surveys. There are good customer surveys and bad customer surveys.

Customer Feedback 95

Customer Feedback VOC Social Media Net Promoter Score 95

Lumoa

APRIL 3, 2023

Many of B2B Customer Experience Agency’s clients require support for instance in building Voice of the Customer measurement models and governance with the natural next step being technology and tools for analyzing customer feedback and creating actionable insights.

B2B 78

B2B Customer Experience Voice of the Customer Government 78

Lumoa

FEBRUARY 16, 2023

A voice of the customer (VoC) is the process of gathering customer feedback to discover what they need, want, and expect from you. The goal is to better understand your customers, earn their trust, and improve customer experience. Without customers, there is no business. Now, what do you do with the data?

VOC 88

VOC Unstructured Data Customer Feedback Voice of the Customer 88

Lumoa

JUNE 30, 2022

There are three big things you can do to promote the customer experience across your company: Measure the impact that CX has on financial or business metrics Proactively advocate for CX across the company Develop the CX team so that you can represent the voice of the customer. Representing the voice of the customer.

Customer Experience 103

Customer Experience VOC Voice of the Customer CX 103

PeopleMetrics

DECEMBER 12, 2017

Best when accessed by all employees at a company (not just one team or department), t he ultimate objective of a CEM system is to cultivate and improve customer satisfaction and loyalty by connecting your organization to the real-time Voice of The Customer (VoC). System Harmony.

CEM 84

CEM CRM Customer Relationship Management VOC 84

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

PeopleMetrics

APRIL 29, 2016

Data overload can be a real risk to action. It can spread your people too thin, make your targets unclear, and cause analysis paralysis in your customer experience improvement. Strive for Actionable Insights in the Customer Experience. Look for actionable insights and take advantage of them.

Customer Experience 69

Customer Experience Actionable Insights Touchpoint Customer Feedback 69

PeopleMetrics

FEBRUARY 15, 2016

You can keep up with new insights by subscribing to our blog , or you can learn a little more about making your customers happier by downloading the resource below: At PeopleMetrics, we’re all about giving companies actionable insights to improve their customer experience. We'd love to talk. Thanks for reading.

Close the Loop 88

Close the Loop Customer Experience Customer Feedback Actionable Insights 88

Intercom

MAY 31, 2022

They then had two strong data points to escalate the issue and action improvements.”. Eabha O’Sullivan, Customer Advocacy Specialist at Intercom. Every piece of feedback should be treated as guidance for the company direction to make sure the voice of the customer is front and center throughout the product roadmap.

Net Promoter Score 105

Net Promoter Score Customer Feedback Construction Data Mining 105

Lumoa

FEBRUARY 28, 2023

The most common method companies use to collect feedback at scale are surveys, including: Customer Satisfaction surveys ( CSAT ) Net Promoter Score surveys ( NPS ) Customer Effort Score surveys ( CES ) Deploying surveys is a foundational part of gathering customer feedback. It can almost feel paralyzing.

Customer Feedback 78

Customer Feedback Close the Loop Net Promoter Score Actionable Insights 78

Retently

AUGUST 3, 2023

Although effective, the Customer Satisfaction Score (CSAT) and Customer Effort Score (CES) can only be used to assess the performance of independent transactional processes. Even as things keep changing, one thing’s for sure – customer experience is going to remain key for a competitive edge.

Net Promoter Score 146

Net Promoter Score Customer Experience Social Media NPS 146

Retently

MARCH 14, 2023

In today’s fast-paced business environment, customer feedback has become an invaluable resource for brands striving to stay ahead of the curve. By tapping into the voice of the customer , companies can gain a deeper understanding of customer needs and craft meaningful experiences that foster loyalty.

NPS 135

NPS Net Promoter Score Customer Satisfaction Customer Feedback 135

Confirmit

FEBRUARY 8, 2017

They do so by building integrated voice of the customer (VoC) programs that turn customer data into concrete actions. Their approach results in satisfied customers and a measurable increase in customer spend. How Top Performers Convert Customer Data into Actionable Insight.

VOC 40

VOC Voice of the Customer Actionable Insights Customer Satisfaction 40

Confirmit

APRIL 1, 2019

Asurion runs a best-in-class transactional Voice of the Customer program that is dedicated to driving action and improving the customer experience. Finally, she discusses the impact of winning a Confirmit ACE Award, not only for the customer experience team, but across the whole company.

CX 40

CX Voice of the Customer Actionable Insights Customer Experience 40

CX Journey

MARCH 8, 2017

Know the definition of customer experience insanity? Sadly, this is a concept that voice of the customer and customer experience professionals are quite familiar with. I spoke at an event last week on the topic of disrupting voice of the customer programs. And this is a very real thing.

CX 58

CX VOC Voice of the Customer Actionable Insights 58

Confirmit

JULY 7, 2017

Success therefore depends upon understanding where you are delighting – or failing – your customers, and making decisions to improve results. The most effective method is a Voice of the Customer (VoC) program that collects feedback across all customer touchpoints to deliver meaningful and actionable insights.

VOC 40

VOC B2C Voice of the Customer Actionable Insights 40

PeopleMetrics

MARCH 5, 2018

By analyzing the dynamics of an acquisition company’s relationship with its customers and employees, business leaders become armed with the actionable insight necessary to make an informed investment decision and reduce risk. The benefits of collecting customer feedback.

Net Promoter Score 63

Net Promoter Score Customer Feedback Voice of the Customer Actionable Insights 63

Beyond Philosophy

MAY 12, 2022

I invited her to the podcast to continue our discussion and wanted to share some of that insight here. . It Starts with Customer Science. Customer Science is where customer strategy is headed. The voice of the customer in the new world of Customer Science is going to become vital to your customer strategy.

Contact Center 78

Contact Center Sentiment Analysis AI Text Analytics 78

Confirmit

JULY 5, 2017

This year was my third year as an ACE Awards judge, and having enjoyed the category for Insight through an MR Agency last year, I grabbed that one again. This is the award for Market Research businesses who are running Voice of the Customer programs for their clients. All very “grown up” submissions.

Close the Loop 45

Close the Loop Voice of the Customer Actionable Insights CX 45

Confirmit

SEPTEMBER 29, 2020

Our recent merger with Dapresy , a next-generation platform designed to transform data into actionable insights, makes our tech offering even stronger, providing all of our clients with greater access compelling reporting and visualizations! Voice of the Customer Voice of the Employee Market Research Best Practices.

Voice of the Employee 52

Voice of the Employee Actionable Insights Voice of the Customer Innovation 52

Confirmit

JULY 7, 2017

Success therefore depends upon understanding where you are delighting – or failing – your customers, and making decisions to improve results. The most effective method is a Voice of the Customer (VoC) program that collects feedback across all customer touchpoints to deliver meaningful and actionable insights.

VOC 40

VOC B2C Actionable Insights Touchpoint 40