PeopleMetrics

JANUARY 14, 2015

That belief guides our thinking and our product design: Our Voice of the Prospect platform helps clients identify strengths and weaknesses in their consultative sales process—before customers are customers. Our Voice of the Customer platform helps clients improve their customer experience—while they’re customers.

Voice of the Employee 117

Voice of the Employee Voice of the Customer Customer Feedback CX 117

Beyond Philosophy

APRIL 17, 2015

Both members of this marriage have a voice. The Voice of the Customer (VOC) refers to the feedback you get regarding a Customer’s expectations and their experience with your organization. The Voice of the Employee (VOE) refers to how employees participate in the decisions at your organization.

VOE 148

VOE VOC CX CEM 148

Confirmit

JUNE 13, 2018

Many companies do so by linking CX performance to variable pay. Forrester has identified five myths about monetary CX incentives that explain why companies reach for them so often and why they are just as often frustrated — or even appalled — by unintended consequences. Unfortunately, that is a mistake.

CX 40

CX Voice of the Employee Voice of the Customer 40

Confirmit

SEPTEMBER 25, 2017

Our celebrations of CX Day on October 3rd , continue today as we focus on another client with a fascinating story to well. While many industries, particularly financial services, insurance (such as Philadelphia Insurance who we featured last week ) and retail, are quite a long way down the CX road these days, many other markets lag behind.

CX 40

CX Voice of the Employee Transportation Education 40

Confirmit

SEPTEMBER 4, 2017

It’s less than a month until the fifth annual CX Day , organized by the Customer Experience Professionals Association (CXPA). Once again, Confirmit is delighted to be a sponsor of what has become a real highlight of the Customer Experience calendar. Voice of the Customer Best Practices. Stay tuned!

CX 40

CX Voice of the Customer Voice of the Employee Technology 40

Confirmit

SEPTEMBER 11, 2017

Our countdown to CX Day 2017 continues. Last week, we shared a case study about one of our most successful clients, RS Components who are doing some seriously impressive things with a large, multi-lingual, multi-country CX program. This drives action and keeps Voice of the Customer top-of-mind for Siemens’ teams.

Text Analytics 40

Text Analytics CX Social Media Voice of the Employee 40

Confirmit

SEPTEMBER 11, 2017

Our countdown to CX Day 2017 continues. Last week, we shared a case study about one of our most successful clients, RS Components who are doing some seriously impressive things with a large, multi-lingual, multi-country CX program. This drives action and keeps Voice of the Customer top-of-mind for Siemens’ teams.

Text Analytics 40

Text Analytics CX Social Media Voice of the Employee 40

Confirmit

OCTOBER 28, 2018

As a novice to the Voice of the Customer / Employee and Market Research worlds, I’ve been fortunate enough to be able to sit with some pretty knowledgeable people and pick their brains on everything from CX programs to text analytics. Voice of the Customer Voice of the Employee Market Research Company.

CX 40

CX Text Analytics Voice of the Employee Voice of the Customer 40

DMG Consulting

APRIL 11, 2022

Answer: While surveying solutions have traditionally been utilized to collect, analyze and share solicited feedback regarding products, services and brand perception from customers and prospects, these applications can also capture and measure employee satisfaction.

VOE 48

VOE Artificial Intelligence Predictive Analytics VOC 48

Confirmit

MARCH 12, 2019

From Confirmit’s perspective, we’re there to talk Customer Experience , insights, Voice of the Employee and anything to do with bringing together data to help businesses make better decisions. All of which are a huge issue for CX teams too – and in many companies, marketing is the home of CX.

Voice of the Employee 56

Voice of the Employee B2C Social Media Voice of the Customer 56

Confirmit

JANUARY 21, 2021

It’s time to rally the troops and win yourselves one of the most prestigious accolades in CX. Voice of the Customer Voice of the Employee Market Research Best Practices. The 2021 Confirmit ACE Awards open for submission next week. And I think we could all do with something to look forward to! Confirmit ?

Voice of the Employee 52

Voice of the Employee Voice of the Customer CX 52

Execs In The Know

DECEMBER 6, 2021

To learn more about this and other critical CX topics, register for Execs In The Know’s recent Customer Response Summit and watch the Medallia-led Shop Talk Connecting CX & EX to Deliver an Effective Hybrid Contact Center Workforce on-demand. To access all on-demand content, please register.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Execs In The Know

DECEMBER 6, 2021

To learn more about this and other critical CX topics, register for Execs In The Know’s recent Customer Response Summit and watch the Medallia-led Shop Talk Connecting CX & EX to Deliver an Effective Hybrid Contact Center Workforce on-demand. To access all on-demand content, please register.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Confirmit

MAY 27, 2019

I share them with you in hopes that you too will be inspired to empower your employees and discover the positive impact it will have on your customers and employees. Voice of the Customer Voice of the Employee Best Practices.

CX 40

CX Voice of the Employee Age of the Customer Voice of the Customer 40

Confirmit

APRIL 19, 2017

They’re a fabulous way to combine two of our favorite things; CX chat and food. Earlier this week, we ventured to Washington DC to talk about how businesses can rejuvenate their customer experience programs. We know that even after years of success, CX programs can reach a plateau. Voice of the Customer Company.

CX 40

CX VOC Voice of the Employee Voice of the Customer 40

Confirmit

FEBRUARY 22, 2021

Celebrating its 16th anniversary, the ACE awards have welcomed hundreds of submissions from many CX and insights pros around the world. We reveal a few of these themes and pitfalls and help you turn your CX or EX program into a stand out entry. Voice of the Customer Voice of the Employee Market Research Company Best Practices.

Voice of the Employee 52

Voice of the Employee Voice of the Customer Start-ups CX 52

Confirmit

NOVEMBER 28, 2017

This Forrester Research report outlines the role that CX professionals can play in developing exceptional employee experiences in the context of their in-flight CX programs and how to raise it as a priority. Voice of the Customer Voice of the Employee Analyst Insight.

Customer Experience 45

Customer Experience Voice of the Employee Voice of the Customer CX 45

Confirmit

MARCH 6, 2019

My top trick is to think “ Richer, Smarter, Faster ” That means answering the following: How are you using the Voice of the Customer or Employee to create richer insights ? How are people around the company able to make better business decisions based on insights from your CX work? Think beyond the CX team.

VOC 40

VOC Voice of the Employee NPS Voice of the Customer 40

Confirmit

FEBRUARY 5, 2020

A lot has changed in the world of CX since the ACE Awards first launched in 2005. It was all about customer feedback then. In this brand new category, the ACE Awards judges are looking for CX stars from around the world who deserve recognition for their skills and the impact they have on the organization. Not least, its name!

Voice of the Employee 52

Voice of the Employee Voice of the Customer CX Technology 52

Confirmit

FEBRUARY 19, 2020

Winning an award can also be encouraging for your future customers who always like to have their decisions validated. Employee recognition. Winning an ACE Award is not only rewarding for the work your CX team does, but also people across the company who are responsible for implementing change and delivering an improved CX.

Social Media 52

Social Media Voice of the Employee Voice of the Customer CX 52

Confirmit

NOVEMBER 16, 2020

A customer-centric paradigm shift across the business, with feedback informing the design and continuous improvement content and priorities. Owl Solutions implemented a dedicated CX program in 2018 to support its commitment to client service. Voice of the Customer Voice of the Employee Case Studies eBooks.

VOC 52

VOC Close the Loop Touchpoint Voice of the Employee 52

Confirmit

SEPTEMBER 27, 2017

The Confirmit ACE Awards program celebrates outstanding achievement in Customer Experience. You'll also find success stories from AIG, Amadeus Hospitality, Lexis Nexis, and Ulta to help inspire you towards CX greatness. Voice of the Customer Voice of the Employee Market Research Case Studies.

Hospitality 40

Hospitality Hospitality VOC Voice of the Employee 40

Confirmit

SEPTEMBER 27, 2017

The Confirmit ACE Awards program celebrates outstanding achievement in Customer Experience. You'll also find success stories from AIG, Amadeus Hospitality, Lexis Nexis, and Ulta to help inspire you towards CX greatness. Voice of the Customer Voice of the Employee Market Research Case Studies.

Hospitality 40

Hospitality Hospitality VOC Voice of the Employee 40

Confirmit

JULY 29, 2020

While the pandemic has turned the world on in its head, there’s been a lot of non-pandemic-based activity in the worlds of research , insight and customer experience (CX) too. Finally, it’s worth noting that the CX and insights space is clearly looking pretty interesting to some big guys too. People, and maybe gin.

Voice of the Employee 59

Voice of the Employee CRM Voice of the Customer Technology 59

CX Journey

AUGUST 1, 2018

Image courtesy of Pixabay In this two-part series, I'll outline how to stand up a team of CX Champions to activate your customer experience transformation efforts. Do you have a governance structure in place for your customer experience transformation efforts? To simplify, I’ll call them CX Champions. That’s a lot!

CX 36

CX Government Voice of the Employee Customer Experience 36

Confirmit

SEPTEMBER 9, 2018

The Confirmit ACE Awards program celebrates outstanding achievement in Customer Experience. Take a look to find out how our Confirmit ACE Awards winners have used Customer Experience Management solutions to drive business change. Waters runs a global Voice of the Customer program for its Field Service operations.

Close the Loop 40

Close the Loop Voice of the Employee Voice of the Customer Touchpoint 40

Confirmit

MARCH 23, 2020

We encourage dedicated Customer Experience practitioners or those who have taken on CX as part of a wider role to enter. Voice of the Customer Voice of the Employee Company. For 2020 Confirmit is introducing a new Professional of the Year category. What makes a great submission?

Voice of the Employee 40

Voice of the Employee Voice of the Customer CX Customer Experience 40

Confirmit

MARCH 6, 2018

CX is becoming more recognized as a discipline in its own right, and expectations are increasing – especially from Executive teams. But true Voice of the Customer programs that drive business change and improve customer experiences are still something very special. Prove the value you deliver.

Voice of the Employee 61

Voice of the Employee Voice of the Customer Innovation CX 61

Confirmit

OCTOBER 27, 2019

. ‘To create effective journey maps, you need research to ensure those maps are actually infused with the Voice of the Customer.’ ’ Customer Journey Maps help you understand what customers value and recognize weak links. Step 2 - Verify the journey: Confirm what you know internally, with customers.

Customer Journey Map 40

Customer Journey Map Voice of the Customer Touchpoint Social Media 40

Confirmit

FEBRUARY 20, 2018

As ever, our judges will be looking for examples of great Customer Experience programs that deliver real business results. In addition, we know that many of the most successful CX programs out there are harnessing the power of multi-channel. Voice of the Customer Voice of the Employee Market Research Company.

Contact Center 40

Contact Center VOC B2B Voice of the Employee 40

Confirmit

FEBRUARY 25, 2019

A safe bet in most case is the Voice of the Customer category, but it’s wise to see if there is another one better suited to your business. Is your CX activities tightly aligned to your corporate goals? Voice of the Customer Voice of the Employee Market Research Best Practices. How do I submit?

VOE 40

VOE Voice of the Employee B2B Voice of the Customer 40

CX Journey

JULY 9, 2015

Think those are the only voices you should be listening to in order to improve the customer experience? There are many voices that are key to total understanding. Voice of the Partner (VoP) includes similar data formats from and about your partners, including suppliers, franchisees, and more. They're not the only ones.

VOE 74

VOE Unstructured Data Customer Experience VOC 74

Confirmit

MARCH 13, 2018

A safe bet in most cases is the Voice of the Customer category, but it’s wise to see if there is another one better suited to your business. Finally, of course, if you’re running a Voice of the Employee or Employee Engagement program, it’s the VoE category for you. But you knew that!

VOE 40

VOE Voice of the Employee Text Analytics NPS 40

Confirmit

FEBRUARY 20, 2019

Clearly, this is great news if you’re interested in the success and growth of CX as a recognized profession and driver of business success. And on the maturity of Voice of the Customer and Employee Engagement programs as new methodologies emerge. All good stuff. Except for our judges. so get started now.

Voice of the Employee 40

Voice of the Employee Voice of the Customer Start-ups CX 40

Confirmit

SEPTEMBER 22, 2019

And the Confirmit ACE Awards program celebrates those companies who accomplish outstanding achievement in Customer Experience. The organizations featured in the 2019 ACE Awards book are leading the way in using the Voice of the Customer to drive continual change. Voice of the Customer Case Studies.

VOC 40

VOC NPS Voice of the Employee Voice of the Customer 40

Doing CX Right

OCTOBER 9, 2019

Journey Mapping is an important component of any CX practice. We talked about customer journeys and how the process helps people understand their customers better. CX topics include: What customer journey mapping is. The type of data required & role of Voice of the Customer programs.

Customer Journey Map 40

Customer Journey Map Voice of the Employee CX Start-ups 40

Confirmit

JUNE 7, 2017

While I work closely with many customers, there are always new stories I wasn’t aware of and it’s fascinating to see how, year-on-year, the bar is raised when it comes to what constitutes a great Voice of the Customer program. CX needs to accept this, deal with it and get cracking. These things matter.

VOC 40

VOC Voice of the Customer Voice of the Employee NPS 40