Callminer

JULY 15, 2019

This is a great opportunity to listen, watch, and learn the latest CX analytics information out there! Although most companies desire to be a leader in CX, many do not take the necessary steps. Thursday’s theme of CX at WebinarStock will allow you to catch up on everything vital to great customer experience!

Artificial Intelligence 28

Artificial Intelligence Contact Center Machine Learning VOE 28

Execs In The Know

MAY 18, 2021

The Importance of Research to the Modern CX Executive . But what type of research should customer experience (CX) leaders be looking for, and how should they incorporate this research into their improvement efforts? Re-Working Digital CX: A Reality Check with Top Brands. Host/Sponsor: Fancy Mills, COPC Inc.

Voice of the Employee 92

Voice of the Employee Voice of the Customer Sports CX 92

CX Accelerator

FEBRUARY 12, 2018

It’s also important to capture the employee’s voice as employees have very valuable data to share. The voice of the employee is such an underutilized tool to help drive customer experience improvement. Integrating these five items will ensure voice of the customer success!

Voice of the Customer 140

Voice of the Customer VOC Close the Loop Unstructured Data 140

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 51

CX Voice of the Employee Transportation Education 51

RateMyService

NOVEMBER 22, 2021

With over 150 entries from across the world, Rosebella Abok from BrighterMonday made it into the Top 5 highly commended CX Leader finalists. Identify moments of truth Rosebella identified key moments of truth through customer journey mapping and used our survey platform to capture the Voice of the Customer. Built CX awareness 3.

Sentiment Analysis 52

Sentiment Analysis Customer Journey Map CX Voice of the Employee 52

Lumoa

OCTOBER 31, 2021

Forsta offers scalable Voice of the Customer (VoC), Voice of the Employee (VoE), and survey options, from quick polls to advanced data collection, that fuel actionable insights in real-time.

VOE 78

VOE VOC Unstructured Data Artificial Intelligence 78

CX Journey

JULY 9, 2015

Voice of the Customer (VoC) is structured and unstructured data from solicited and unsolicited feedback; I'll also add behavioral/purchase data here, as well as anything else we know about the customer. Voice of the Partner (VoP) includes similar data formats from and about your partners, including suppliers, franchisees, and more.

VOE 74

VOE Unstructured Data Customer Experience VOC 74

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

PeopleMetrics

JUNE 16, 2015

The CX Feud! DISCLAIMER: The CX Feud is a game in which 150 customer experience professionals took our assessment about the presence, or absence, of customer centricity practices in their organizations. And only two-thirds are tracking CX as a metric on the company scorecard, alongside financial and operational KPIs.

Net Promoter Score 96

Net Promoter Score Scorecard Gaming CX 96

SurveySensum

MARCH 4, 2021

In the fifth episode ‘Chapter 5: Impact of CX on Business metrics’ of the Experience talk: Voice of Customer and Employee , Tanuj Diwan , Head of Product and Nandkishor Tripathi aka NK, Global Head of Customer Experience is joined by one of the most prominent CX thought leaders – Debbie Akwara. .

CX 52

CX VOE VOC Voice of the Customer 52

Confirmit

SEPTEMBER 4, 2017

It’s less than a month until the fifth annual CX Day , organized by the Customer Experience Professionals Association (CXPA). As the CX industry grows and more people become true professionals in what has been, until recently, a fairly niche area of expertise, CX Day has become a wonderful rallying point. Stay tuned!

CX 40

CX Voice of the Customer Voice of the Employee Technology 40

Confirmit

JULY 24, 2017

In this webinar, Confirmit's Holly DeMuro, Product Marketing Director and Tim Barker, Director of Customer Experience Consulting teamed up to demystify CX Analytics at every level. Voice of the Employee Webinars.

Predictive Analytics 40

Predictive Analytics CX Voice of the Employee Customer Experience 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. Voice of the Customer Best Practices.

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. Voice of the Customer Confirmit Blog.

Text Analytics 40

Text Analytics CX Social Media Voice of the Employee 40

Confirmit

APRIL 19, 2017

They’re a fabulous way to combine two of our favorite things; CX chat and food. We know that even after years of success, CX programs can reach a plateau. This time was no exception as he threw in a range of tidbits from musicals to illustrate his “5 Ways to Rejuvenate Your CX Program” chat. We do love food.

CX 40

CX VOC Voice of the Employee Voice of the Customer 40

Execs In The Know

JULY 1, 2021

Even within the CX sector, competition is fierce, pay scales are rapidly rising, and companies are introducing all sort so new incentives and sign-on bonuses to attract the very best workers. If the pandemic showed the CX industry one thing, it was the importance of relationships, specifically the one between BPOs and their clients.

Contact Center 98

Contact Center Entertainment Hospitality Hospitality 98

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

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. The first example I heard while I was at the LoyaltyExpo™ conference this past week.

CX 40

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

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

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, 2018

CX is becoming more recognized as a discipline in its own right, and expectations are increasing – especially from Executive teams. Voice of the Customer Voice of the Employee Market Research Product Innovation Company Best Practices. Download the submission forms here (there are six categories to choose from).

Voice of the Employee 61

Voice of the Employee Voice of the Customer Innovation CX 61

Confirmit

NOVEMBER 21, 2019

Companies are starting to own their employee experience (EX) like never before. Finally, organizations are realizing that creating a great EX is the best strategy for driving a great customer experience (CX) and improving organizational performance. Voice of the Employee Webinars. Register now !

Voice of the Employee 52

Voice of the Employee CX Customer Experience 52

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

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 Voice of the Customer CRM Technology 59

Confirmit

FEBRUARY 5, 2020

A lot has changed in the world of CX since the ACE Awards first launched in 2005. 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. Voice of the Customer Voice of the Employee Company.

Voice of the Employee 52

Voice of the Employee Voice of the Customer CX Technology 52

CX Journey

NOVEMBER 10, 2015

Image courtesy of degconsulting How do you know where to start your CX journey? Employee CX Assessment : What if we asked employees what they know about customers and the customer experience? Voice of the Employee : Listen to employees. Don't know where to start? Just get started.

Government 64

Government Customer Journey Map Social Media Voice of the Customer 64

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

FEBRUARY 19, 2020

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. The Professional of the Year category is a great opportunity to recognize your employee’s contribution.

Social Media 52

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

Fonolo

NOVEMBER 21, 2017

Give Agents a Voice. According to Gartner , voice-of-the-employee programs provide a comprehensive way to collect data on employee views, giving managers actionable and timely insights. Director of CX, UL EHS Sustainability. Who Should Attend: VPs & Directors of Contact Centers. The Panelists: Nate Brown.

Contact Center 64

Contact Center Social Media Voice of the Employee Education 64

DMG Consulting

APRIL 11, 2022

Surveying solutions, sometimes referred to as enterprise feedback management (EFM) applications, can be used to gain insights into the voice of the customer (VoC), and the voice of the employee (VoE).

VOE 48

VOE Artificial Intelligence Predictive Analytics VOC 48

Confirmit

NOVEMBER 16, 2020

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. A customer-centric paradigm shift across the business, with feedback informing the design and continuous improvement content and priorities.

VOC 52

VOC Close the Loop Touchpoint Voice of the Employee 52

Confirmit

SEPTEMBER 27, 2017

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. Philadelphia Insurance reached a record NPS® score of 60.

Hospitality 40

Hospitality Hospitality VOC Voice of the Employee 40

Confirmit

SEPTEMBER 27, 2017

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. Philadelphia Insurance reached a record NPS® score of 60.

Hospitality 40

Hospitality Hospitality VOC Voice of the Employee 40

Confirmit

MARCH 6, 2019

How are people around the company able to make better business decisions based on insights from your CX work? What decisions have been made as a result of your VoC or CX activities? Think beyond the CX team. No CX activities should exist in a vacuum so give us context. This isn’t just about your team.

VOC 40

VOC Voice of the Employee Voice of the Customer NPS 40

Confirmit

DECEMBER 21, 2016

As interest grows in global CX, VoC and VoE programs, so does demand for digestible solutions with easily recognized value. Voice of the Customer Voice of the Employee Market Research Company. The services aspect of delivering technology solutions to clients was increasingly compelling to me.

VOE 53

VOE Text Analytics VOC Voice of the Employee 53