Customer Feedback, Touchpoint and Voice of the Employee

Five Keys To Driving Voice of the Customer Success

CX Accelerator

FEBRUARY 12, 2018

To be able to know and understand what customers want, companies must listen to their customers. That’s why companies are implementing some type of voice of the customer (VoC) program. Analyze your customer journey to re-evaluate where key touchpoints and moments of truth are. Why Is VoC Important?

Voice of the Customer

Voice of the Customer VOC Close the Loop Unstructured Data

Tips for Using Voice of the Customer in Performance Reviews

PeopleMetrics

NOVEMBER 17, 2014

A great way to do this is to source every available perspective on the employee’s performance, and include details in the conversation that make suggested improvements crystal clear. That’s where Voice of the Customer (VOC) and Voice of the Employee (VOE) programs can help you in the coaching opportunity of a performance review.

Voice of the Customer

Voice of the Customer VOE VOC Voice of the Employee

Transforming the Customer Experience with Big Data

CX Journey

JULY 10, 2014

You''ll conduct linkage analysis to link customer and employee data, customer feedback with operational metrics, and all data to financial measures. Using tools like customer journey maps, customer feedback maps, and a general data architecture/map can help to bring it all into focus.

Unstructured Data

Unstructured Data Customer Experience VOE Data Mining

Webinars

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2020 Confirmit ACE Awards Winners' Showcase

Confirmit

NOVEMBER 16, 2020

Forecasted revenue increase by 22% as a result of actions taken based on customer feedback. Catalent delivers a business-wide Customer Experience Excellence program that covers 80 countries and multiple languages. 93% of new customers onboarded within 14 days in 2020.

VOC

VOC Close the Loop Touchpoint Voice of the Employee

Voices For Professional Services Consulting Fact Sheet

Confirmit

MARCH 6, 2017

Leading organizations around the globe rely on Confirmit to transform customer feedback into better business results. Our Professional Services and Consulting team provides expert assistance in designing effective Voice of the Customer programs, helping clients significantly impact business performance for more than a decade.

Voice of the Employee

Voice of the Employee Voice of the Customer Touchpoint Customer Feedback

6 Steps to Help You Put Customers at the Center of the Organization, Part 2

CX Journey

JUNE 22, 2017

Step 4: Map the Customer Journey Journey mapping is a way to walk in your customer's shoes and chart his course as he interacts with your organization (channels, departments, touchpoints, products, etc.) Communication : What gets shared and communicated regularly is viewed as important to your employees.

Customer Journey Map

Customer Journey Map Voice of the Customer VOC Social Media

2018 Confirmit ACE Awards Winners' Showcase

Confirmit

SEPTEMBER 9, 2018

The Confirmit ACE Awards program celebrates outstanding achievement in Customer Experience. With feedback collected from over 60% of its customer base in 2017, Bupa Global has been able to resolve 2,700 customer issues quickly and efficiently, driving positive experiences across the entire customer journey.

Close the Loop

Close the Loop Voice of the Employee Voice of the Customer Touchpoint

11 best Voice of the Customer tools to listen to your customers effectively

SurveySensum

MARCH 3, 2022

You may find it easy to collect data manually from a hundred customers. But what about collecting data from the customer feedback is in thousands? There is no point in capturing customer feedback if you are not going to take any action on it. . Well, an efficient voice of the customer tool helps you with it.

Voice of the Customer

Voice of the Customer VOC Sentiment Analysis Close the Loop

2019 Confirmit ACE Awards Winners' Showcase

Confirmit

SEPTEMBER 22, 2019

Virgin Money runs an established VoC program, collecting feedback across all channels and touchpoints, delivering not only improved NPS scores, but also detailed data about customer product understanding, awareness of customer benefits, customer engagement, and areas for improvement.

VOC

VOC NPS Voice of the Employee Voice of the Customer

Connecting CX and EX to Deliver An Effective Hybrid Contact Center Workforce

Execs In The Know

DECEMBER 6, 2021

For businesses around the globe, Contact Centers represent the heartbeat of their organization: it’s where their two most valued constituencies — employees and customers — intersect and interact. It’s literally a frontline touchpoint that impacts the bottom line of an organization.

Contact Center

Contact Center CX Unstructured Data Social Media

Connecting CX and EX to Deliver An Effective Hybrid Contact Center Workforce

Execs In The Know

DECEMBER 6, 2021

For businesses around the globe, Contact Centers represent the heartbeat of their organization: it’s where their two most valued constituencies — employees and customers — intersect and interact. It’s literally a frontline touchpoint that impacts the bottom line of an organization.

Contact Center

Contact Center CX Unstructured Data Social Media

What Is Net Promoter Score (NPS®)?

Confirmit

MAY 29, 2018

Text analytics, through solutions like Confirmit Genius , can make sense of these verbatims and point you in the right direction when it comes to prioritizing actions based on customer feedback. Your NPS Score is a number between -100 and +100 and indicates the overall loyalty of your customer base. Bain & Company, Inc.,

Net Promoter Score

Net Promoter Score NPS Close the Loop Customer Loyalty

The Best CX Software Of 2025

InteractionMetrics

MARCH 20, 2025

CRM (customer relationship management): Primarily focuses on managing customer experience from a sales or support angletracking leads, storing customer data, and logging customer communication for future reference. Its more about optimizing experiences and customer loyalty than organizing contact info and sales pipelines.

CX

CX Social Media Contact Center Compliance

Voice of the customer tools that drive actionable change

SurveySensum

APRIL 15, 2025

Do you know what your customers really want? If you’re actively listening to their feedback, then you probably have a good idea. However, what if you’re not actively gathering and analyzing customer feedback? This is where Voice of Customer (VoC) tools come into play. Free trial available 4.

Voice of the Customer

Voice of the Customer VOC Sentiment Analysis Close the Loop

What is Voice of the Customer (VoC)?

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. Understand your customers’ expectations better.

Voice of the Customer

Voice of the Customer VOC Customer Journey Map Net Promoter Score

Tech Customer Success

Five Keys To Driving Voice of the Customer Success

Tips for Using Voice of the Customer in Performance Reviews

Webinars

Trending Sources

Transforming the Customer Experience with Big Data

Webinars

2020 Confirmit ACE Awards Winners' Showcase

Voices For Professional Services Consulting Fact Sheet

6 Steps to Help You Put Customers at the Center of the Organization, Part 2

2018 Confirmit ACE Awards Winners' Showcase

11 best Voice of the Customer tools to listen to your customers effectively

2019 Confirmit ACE Awards Winners' Showcase

Connecting CX and EX to Deliver An Effective Hybrid Contact Center Workforce

Connecting CX and EX to Deliver An Effective Hybrid Contact Center Workforce

What Is Net Promoter Score (NPS®)?

The Best CX Software Of 2025

Voice of the customer tools that drive actionable change

What is Voice of the Customer (VoC)?

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