Futurelab

FEBRUARY 14, 2024

It’s not the first time I use romantic analogies when getting CX concepts across. I called out “one-night brands” for not fulfilling their promises to the customers. I even likened Voice of the Customer to marriage as opposed to dip-in-the-dating-pool approaches of marketing research.

CX 157

CX NPS Voice of the Customer Customer Experience 157

Heart of the Customer

AUGUST 7, 2017

The post Bringing the Voice of the Customer into CX Design – and Interview with Beth Berg appeared first on Heart of the Customer. So, I invited her to get together and discuss her approach, and she agreed. First, tell us a little bit about yourself and your work. My area of expertise is bringing the […].

Voice of the Customer 149

Voice of the Customer CX Customer Experience Customer Journey Map 149

CX Accelerator

FEBRUARY 12, 2018

If customers don’t get immediate value, they will likely leave and go to a company who will deliver an experience that meets their expectations. 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.

Voice of the Customer 140

Voice of the Customer VOC Close the Loop Unstructured Data 140

Futurelab

FEBRUARY 16, 2024

It’s not the first time I used romantic analogies when getting CX concepts across. I called out “one-night brands” for not fulfilling their promises to the customers. I even likened Voice of the Customer to marriage as opposed to dip-in-the-dating-pool approaches of marketing research.

CX 157

CX NPS Voice of the Customer 157

CX Network

SEPTEMBER 26, 2023

How to implement a successful Voice of the Customer program in 5 steps

Voice of the Customer 106

Voice of the Customer VOC 106

Experience Investigators

OCTOBER 27, 2020

Voice of the Customer (VoC) programs often start with a general plan on how to gather customer feedback. The plan typically includes suggestions for customer listening posts. Listening posts: Help us understand individual customer needs and experiences closer to real-time. What feedback to gather.

Voice of the Customer 130

Voice of the Customer Close the Loop VOC Social Media 130

CX Network

OCTOBER 26, 2023

How one of the world’s biggest dairy exporters built a successful Voice of the Customer program

Voice of the Customer 57

Voice of the Customer 57

CX Accelerator

OCTOBER 28, 2020

Collected and written by your CX DJ, Jeremy Watkin. ,, In the #CXQOTD for Friday, October 16 we challenged our community to come up with a CX playlist. The question was, “What song sums up your aspirations as a CX leader?”. Let’s look at what the CX Accelerator community came up with. But what can I say?

CX 281

CX Start-ups Voice of the Customer Customer Expectations 281

Futurelab

MAY 17, 2024

I was supposed to talk about CX topics in general, and Voice of the Customer specifically. I seriously doubt any of those 100 international managers became enthusiasts for CX and VoC (if you have been there and don’t hate me, please call). Break the story of CX down into manageable pieces.

VOC 157

VOC Voice of the Customer CX 157

CX Accelerator

OCTOBER 3, 2019

Given that new employee onboarding is a critical time in the life of an employee, I challenged the CX Accelerator community to share two to three things their companies are doing right now, or need to do better in the future, to ensure that new employees are bought in to supporting customer experience (CX) efforts.

CX 296

CX Voice of the Customer Start-ups Contact Center 296

Customer Bliss

SEPTEMBER 22, 2016

As such, you have a lot of thought leaders out there up-selling voice of the customer plans. Sometimes these voice of the customer approaches are great, but sometimes they’re put together by people who have never done boots on the ground CX work — and then they tend to be flawed. I won’t.

Voice of the Customer 94

Voice of the Customer Social Media Start-ups CX 94

cxservice360

SEPTEMBER 16, 2021

Businesses that will thrive in the long term are those that understand the needs of the changing customers and take positive actions to meet these needs. Voice of the Customer (VoC) is a research method used to gather feedback on what customers think and.

Voice of the Customer 52

Voice of the Customer VOC Customer Service CX 52

Confirmit

JUNE 29, 2020

It is high time we started looking at the relationship between CX and marketing differently. CX is more important now than ever and marketers are struggling to create engagement and demand for their products. Join us to learn how CX and Marketing are better together. Voice of the Customer Webinars.

Voice of the Customer 52

Voice of the Customer CX 52

Intercom, Inc.

OCTOBER 22, 2020

According to Nate Brown , the companies that move from reactive customer service to a more holistic, proactive customer experience (CX) approach will be the ones that ultimately survive and thrive. This is Scale , Intercom’s podcast series on driving business growth through customer relationships. Voice of the customer.

CX 218

CX Voice of the Customer Sentiment Analysis Close the Loop 218

Foresee

JULY 28, 2021

Verint has earned the Metrigy MetriStar Top Provider Award for Voice of the Customer (VoC) platforms—one of only two providers to earn the top spot in the VoC platforms research and ranking. The post Verint Honored with Metrigy MetriStar Top Provider Award for Voice of the Customer Platforms appeared first on Verint ForeSee.

Voice of the Customer 52

Voice of the Customer VOC Contact Center CX 52

CX Accelerator

OCTOBER 28, 2020

Collected and written by your CX DJ, Jeremy Watkin. ,, In the #CXQOTD for Friday, October 16 we challenged our community to come up with a CX playlist. The question was, “What song sums up your aspirations as a CX leader?”. Let’s look at what the CX Accelerator community came up with. But what can I say?

CX 182

CX Start-ups Voice of the Customer Customer Expectations 182

CX Accelerator

OCTOBER 3, 2019

Given that new employee onboarding is a critical time in the life of an employee, I challenged the CX Accelerator community to share two to three things their companies are doing right now, or need to do better in the future, to ensure that new employees are bought in to supporting customer experience (CX) efforts.

CX 182

CX Voice of the Customer Start-ups Contact Center 182

CX Accelerator

OCTOBER 3, 2019

Given that new employee onboarding is a critical time in the life of an employee, I challenged the CX Accelerator community to share two to three things their companies are doing right now, or need to do better in the future, to ensure that new employees are bought in to supporting customer experience (CX) efforts.

CX 182

CX Voice of the Customer Start-ups Contact Center 182

Confirmit

AUGUST 7, 2019

The customer experience (CX) is imperative for a company to remain competitive. Unfortunately, many companies do not realize that formalizing a CX program can have a much further reaching impact. The Voice of the Customer is extremely important to the modern business.

Voice of the Customer 40

Voice of the Customer Innovation CX Customer Experience 40

PeopleMetrics

NOVEMBER 19, 2020

What Are the Best Voice of the Customer (VoC) Alerts? What role do real-time alerts play in a Voice of Customer (VoC) program? is a free online session where experience measurement experts from our team answer YOUR questions about CX, EX and more. Discover our award-winning Customer Experience (CX) blog: [link].

VOC 62

VOC Voice of the Customer CX Customer Feedback 62

Confirmit

DECEMBER 17, 2018

Over the past few years, focus on Customer Experience and Voice of the Customer programs has increased dramatically. For many organizations, particularly those for whom product and price differentiation are challenging, Customer Experience (CX) has been touted as the silver bullet that will drive success.

Voice of the Customer 40

Voice of the Customer VOC NPS CX 40

CX Network

SEPTEMBER 16, 2021

Optimizing your digital presence with data, automation and design for the ultimate customer experience.

Voice of the Customer 86

Voice of the Customer Customer Experience 86

ClearAction

APRIL 16, 2024

8 Voice of Customer Keys to CX ROI Lynn Hunsaker Voice of Customer is the basis for customer-centricity. Whatever is out of sync with customers costs you a lot in tied-up resources and lost opportunities. Therefore, Voice of Customer should be very good at driving changes to the business, accordingly.

CX 62

CX Customer Survey Start-ups Voice of the Customer 62

Experience Investigators

JULY 20, 2021

Eventually, the organization gets to a point where they are applying CX best practices and doing what needs to be done for actual Customer Experience Management. Related: Customer Experience Management Defined: How is it Different than CX? How Customer Experience Maturity Splinters. All good so far, right?

CX 131

CX Close the Loop Social Media Voice of the Customer 131

Confirmit

JUNE 10, 2018

Voice of the Customer (VoC) programs are the path to delivering enhanced customer experiences, engaging employees, and driving business improvement. They provide early warning signs of discontent and provide a clear direction for customer retention as well as a way to measure customer loyalty.

Voice of the Customer 40

Voice of the Customer VOC Customer Retention Customer Loyalty 40

Heart of the Customer

MAY 13, 2021

Done right, CX is a business discipline where organizations thrive by investing in an improved customer experience. Success requires finding the sweet spot where an improved experience leads your customers to spend more with you, stick […]. That notion is largely accepted, even though it’s not always practiced.

CX 179

CX Voice of the Customer Customer Experience 179

Confirmit

JUNE 4, 2018

You work hard to glean meaningful insights from the feedback you collect from your company’s Voice of the Customer (VoC) program. Confirmit helps businesses realize Voice of the Customer and Customer Experience ROI through a combination of technology and services that help you achieve your business goals.

Voice of the Customer 40

Voice of the Customer B2B VOC Touchpoint 40

Futurelab

MARCH 8, 2024

One of our clients is very numbers oriented in their CX approach. Whenever we discuss their Voice of the Customer (VoC)results, they want to look at all possible cross-sections: by segment, by brand, by day of the week that their customers birthday falls on, you name it.

VOC 157

VOC Voice of the Customer CX 157

CX Network

JANUARY 20, 2023

Why brands need to consider both the rational and emotional when seeking to action customer feedback

Voice of the Customer 52

Voice of the Customer Customer Feedback 52

Heart of the Customer

DECEMBER 12, 2020

CX is all about driving customer-focused change in your organization, with initiatives that drive top or bottom-line value. The post What Can the CX Tech Stack Do for You? The post What Can the CX Tech Stack Do for You? appeared first on Heart of the Customer. At Heart of […].

CX 151

CX Technology Technology Voice of the Customer 151

PeopleMetrics

JULY 20, 2020

After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". This activity alone with make your company 10x more customer-centric.

CX 163

CX CEM Close the Loop Business Administration 163

DMG Consulting

NOVEMBER 30, 2023

AI + IA = Great CX By Donna Fluss View this article on the publisher’s website. The most recent generation of IA offerings comes with transformational tools that leverage AI to passively capture voice-of-the-customer (VoC) findings and insights, minimizing (or even eliminating) the need to survey customers directly.

AI 48

AI CX Contact Center Artificial Intelligence 48

Heart of the Customer

APRIL 7, 2022

“One of the first things you do when you stand up a CX program is to create a CX vision.” The post Do You Need a CX Vision? appeared first on Heart of the Customer. It’s said so often that it’s pretty much a cliché. It just seems to make sense. It also aligns with John Kotter’s 8-step change management program.

CX 78

CX Voice of the Customer Customer Experience 78

DMG Consulting

SEPTEMBER 29, 2022

How Artificial Intelligence Is Transforming CX. The market is in the early days of this transformation, but its potential is awe-inspiring, as it is going to touch every aspect of what is done in and by contact centers and the customer experience (CX) in general. September, 2022 By Donna Fluss.

Artificial Intelligence 62

Artificial Intelligence CX Contact Center Text Analytics 62

Heart of the Customer

MARCH 10, 2022

The post Easy Listening…and CX Learning appeared first on Heart of the Customer. And with a hint of spring in the air, those of us in northern climes will soon be able to do that more comfortably, more often. In addition to warmer weather, this spring may also usher in a host of […].

CX 78

CX Voice of the Customer Customer Experience 78

Experience Investigators

OCTOBER 17, 2023

A desire to focus on listening to customers, doing right by them, and getting their organizations on board with the many, many benefits of a strategic customer experience program. Customer experience (CX) has become a critical factor in the success of businesses worldwide.

CX 94

CX Customer Experience CX Transformation Net Promoter Score 94

Heart of the Customer

DECEMBER 2, 2021

My time as a CX practitioner (as opposed to a consultant) is a bit dated, in that I left that role more than a decade ago. The post Drive Your CX Strategy With Dashboards appeared first on Heart of the Customer. But it’s still important (even more so in my current role) to keep up to date on the state of the practice.

CX 78

CX Voice of the Customer Customer Experience 78