eglobalis

OCTOBER 9, 2024

Clayton Christensen old quote: “Customers don’t buy products; they hire them to do a job.” – This quote from the father of “disruptive innovation” highlights the idea that customers’ needs are more about solving a problem or fulfilling a job rather than just wanting specific features. Let me know your thoughts and experiences.

Customer Feedback 516

Customer Feedback Compliance Innovation B2B 516

ECXO

MARCH 15, 2024

The sixth sin is a failure to innovate. Businesses that remain stationary, refusing to adapt and innovate, risk being left behind. Falling behind competition: Failure to innovate can make a business seem outdated, leading to a loss of customers to more innovative competitors.

Customer Experience 290

Customer Experience VOC Net Promoter Score Innovation 290

ECXO

OCTOBER 7, 2024

Innovation is your constant companion in this exhilarating journey. Staying ahead in CX requires a commitment to continuous improvement and innovation. Your ability to listen, innovate, and inspire transforms the ordinary into the extraordinary, leaving an indelible mark on both the organization and the customers it serves.

Customer Experience 373

Customer Experience CX Innovation Artificial Intelligence 373

eglobalis

JULY 2, 2024

Comprehensive feedback from multiple sources, integrating Voice of the Customer (VOC), metrics, measurements, data analytics, real-time sentiment analysis, and evolving AI developments, is essential for gaining a complete customer understanding.

NPS 461

NPS Customer Feedback Net Promoter Score B2C 461

PeopleMetrics

APRIL 10, 2025

Static surveys have long been the industry standard in VoC. Enter conversational surveysan innovative approach that uses AI to turn a static survey into a dynamic, evolving conversation with your customer. This is the future of VoC: combining clean, trendable data with rich, contextual stories about the customer experience.

AI 62

AI Unstructured Data VOC NPS 62

ECXO

APRIL 29, 2024

The session will be facilitated by Ricardo Saltz Gulko , MD of Eglobalis – CX – EX – DX -Professional Services – Design -Information – Insight – Innovation and European Customer Experience Organization (ECXO) co-founder. Here you can find our previous session with Lynn: [link] Who is Lynn?

CX 194

CX VOC Innovation Start-ups 194

Futurelab

MAY 15, 2024

Customer innovation geeks (me included) like to tell “rags to riches” stories about how companies reinvented themselves based on a brilliant insight or a truly creative approach. Product – voc? This is a bridge to voc posts #NoBullshitCX #20yearsFuturelab “Ask your customers.”

VOC 162

VOC Manufacturing Voice of the Customer Innovation 162

Execs In The Know

APRIL 23, 2021

Acceptance is a pivotal milestone for employees, their experience at work, and their ability to help you innovate. All these concerns provide executives with opportunities for innovation. Work environments continue to evolve, bringing new challenges to which employees must adapt. How do you tap into this opportunity?

Innovation 93

Innovation CX VOC Outlook 93

ECXO

JUNE 9, 2024

Enhancing Creativity and Innovation: Listening opens the door to a plethora of ideas and innovations. This holistic approach can lead to more innovative solutions and successful outcomes. This feedback loop is essential for growth and innovation. Better Decision Making: Leaders who listen are better informed.

Customer Experience 374

Customer Experience Gaming Innovation Start-ups 374

Callminer

FEBRUARY 27, 2019

Voice of the Customer (VoC) is a type of market research which aims to better understand current and prospective customers. When your customers share their voice in real-time with your organization, they expect you to listen, act and report back to them on progress.” – What is Voice of the Customer (VoC)?,

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

CX Journey

NOVEMBER 6, 2014

What This Means for VoC / CX In-house customer experience teams face a similar dilemma when deciding whether or not to hire a vendor or consultant and to what degree. What about VoC program architects? What VoC / CX technology and tools does your team own? Are people in your organization feeling innovative or fearful?

VOC 68

VOC CX Data Mining Transportation 68

Lumoa

MAY 10, 2020

It can also act as a springboard for future innovations. The goal of VoC is to give businesses a detailed understanding of what the customers' needs and wants are. Businesses use voice of the customer programs to gather essential input for setting design specifications for products or services. Feed generated with FetchRSS )

Voice of the Customer 113

Voice of the Customer VOC Innovation 113

Execs In The Know

MARCH 31, 2024

During her keynote address at Customer Response Summit (CRS) in Tucson, Tracy Sedlak, Senior Vice President of Customer Success at Offerpad and Execs In The Know Board Member, tackled the pivotal aspects of CX and the Voice of the Customer (VOC), weaving together insights and strategies critical for leadership.

Voice of the Customer 104

Voice of the Customer VOC Age of the Customer Innovation 104

Confirmit

JUNE 10, 2018

Check out this infographic to learn how you can find opportunities for innovation leveraging your customers feedback as well as key VoC statistical trends. And, according to your customers that concern is well founded! But there are things you can do to maintain your competitive edge.

VOC 40

VOC Innovation Voice of the Customer Customer Feedback 40

ClearAction

MARCH 24, 2017

Value Chain Solution to VoC ROI Lynn Hunsaker. Voice-of-the-customer (VoC) ROI can be elusive unless you’re adamantly driving customer experience transformation. The key to VoC maturity and ROI is not sophistication or breadth of market research. See the Applied Materials example: Strategic Action on B2B VoC ).

VOC 48

VOC CXM Close the Loop Voice of the Customer 48

Doing CX Right

SEPTEMBER 5, 2020

Voice of the Customer, commonly referred to as VOC, can be YOUR company game-changer WHEN DONE RIGHT! I speak a lot on podcasts about VOC and the art and science of getting feedback from customers to inform business decisions, and employees (VOE) too. Voice of the Customer (VOC) . Surveying During Coronavirus.

VOC 52

VOC VOE Voice of the Customer Close the Loop 52

Execs In The Know

AUGUST 5, 2024

Artificial intelligence (AI) is transforming industries with its innovative capabilities, particularly in customer experience (CX). To build this trust: Establish a Customer-Centric Approach: Incorporate the voice of the customer (VOC) from the outset to address privacy concerns and build transparent practices.

AI 97

AI Artificial Intelligence CX VOC 97

SurveySensum

OCTOBER 14, 2024

Feedback from VoC questions helps businesses to get an insight into what exactly customers want and expect. Here are some key reasons why VoC surveys are important: 1. Drives Improvements : By gathering feedback on current offerings, companies can discover opportunities for innovation and enhancements.

VOC 52

VOC Customer Survey Voice of the Customer Customer Retention 52

PeopleMetrics

OCTOBER 25, 2017

Where does the Voice of the Customer (VoC) land in the priorities for your company’s overall strategy? There are many metrics to consider as part of your VoC program, but Bain & Company’s Net Promoter SystemⓇ and Forrester’s Customer Experience IndexⓇ stand out as the gold standard top-line metrics in the CX industry.

CEM 122

CEM Customer Experience VOC Government 122

SurveySensum

SEPTEMBER 19, 2022

What is the voice of the customer (VOC)? What is Voice of Customer (VOC)? Voice of the Customer (VOC) is made up of two things — experiences and expectations. VOC is a term that is used to describe the experience and expectations that customers have from a business. Launch VOC surveys for FREE. Customer interviews.

VOC 52

VOC Social Media Voice of the Customer Sentiment Analysis 52

SurveySensum

JANUARY 1, 2024

This connection between engaged employees and customer satisfaction leads us to something transformative: the Voice of the Customer (VoC). But how to use VoC to motivate employees, and why is it so important for them? But how to use VoC to motivate employees, and why is it so important for them? And guess what?

VOC 52

VOC Social Media Actionable Insights Customer Satisfaction 52

DMG Consulting

JUNE 8, 2021

Product Innovation. Interaction analytics capabilities are now finding their way into many third-party systems, including cloud-based contact center infrastructure solutions, customer relationship management (CRM) solutions, voice-of-the-customer (VoC) offerings, BI applications, and more. Transformational Benefits of IA.

Text Analytics 107

Text Analytics Contact Center VOC Artificial Intelligence 107

CX Journey

SEPTEMBER 27, 2017

Image courtesy of Pixabay How can you be sure that your VoC initiative stays fresh and relevant? Continuous improvement is just important for your VoC initiatives as it is for your entire customer experience journey/transformation. What are you doing to ensure that your listening efforts are always fresh and relevant?

VOC 45

VOC Social Media Innovation Customer Feedback 45

Shep Hyken

DECEMBER 27, 2022

” “Use positive customer feedback to inspire your workforce, reward those delivering excellent experiences, and drive innovation.” What is the difference between VoC and CX? ” About: Amy Brown is the founder and CEO of Authenticx. Why is voice of customer so important? Are customer surveys worth it?

Healthcare 111

Healthcare Customer-Centric Organization VOC Voice of the Customer 111

ClearAction

NOVEMBER 3, 2015

VoC action plan progress. VoC action plan progress. Voc action. Second, it is the key to being more innovative, and more successful in launches. Skin-Deep Outside-In. True Outside-In. how the customer is doing. how to support customers’ goals. Journey maps focus on. touch-points. customers’ consequences.

Customer Experience 101

Customer Experience VOC CXM Sports 101

Execs In The Know

MAY 2, 2022

According to Gartner, that focus is “innovating salient experiences linked to product experience… to achieve true differentiation.”. Get Smart About VoC and Business Intelligence. While you might already use questionnaires or surveys, consider adding additional elements to your VoC program to create a more robust feedback engine.

CX 97

CX VOC Contact Center Customer Journey Map 97

Intercom, Inc.

MAY 22, 2019

We’re not going to make you think up an entire “Voice of the Customer” (VoC) program. So this is one framework that we use to guide SaaS businesses to execute a lean, but effective VoC program. Deepa: I’ll tell you where we are today in this approach. We’re not SurveyMonkey.

Voice of the Customer 199

Voice of the Customer Net Promoter Score Machine Learning ML 199

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. We’re excited to partner with the team at Forsta.

VOE 78

VOE VOC Unstructured Data Artificial Intelligence 78

Confirmit

JULY 26, 2018

Senior-level Support is Vital to the Success of a VoC Program. You will know who the movers and shakers are, and to engage these individuals it is critical to understand the key business issues they need to address and then demonstrate the role your VoC program can have in helping them to do so. Improve cross-sell and up-sell.

Voice of the Customer 70

Voice of the Customer VOC CEM B2C 70

Lumoa

DECEMBER 15, 2022

Voice of Customer (VoC) is not a new concept. However, how VoC data is collected, analyzed, and acted upon has changed. Plus, look at how to create a VoC strategy from scratch in five simple steps. VoC analytics improves products, services, and processes to meet consumer expectations better.

VOC 88

VOC Social Media Close the Loop Customer Feedback 88

Customer Think

MAY 2, 2023

Customers hold the key to valuable insights that can drive innovation, enhance products and services, and build lasting relationships. Discovering the voice of the customer (VoC) is an essential endeavor for businesses looking to stay ahead. In this blog, we […]

VOC 72

VOC Voice of the Customer Innovation Customer Expectations 72

Lumoa

MAY 11, 2020

The two defined VoC as a research strategy meant to help business owners and their employees understand what their customers think of their company, their products, and/or their services. The goal of VoC is to give business owners and workers a detailed understanding of what customers need and want.

Voice of the Customer 78

Voice of the Customer VOC Net Promoter Score Start-ups 78

PeopleMetrics

APRIL 12, 2017

It has driven innovation in banking, and it has tranformed how businesses can ask for, and act on, customer feedback. If you want to learn more about Voice of the Customer (VOC) and what to look for when considering launching your own VOC program, download our free eBook by clicking the image below.

Customer Experience 87

Customer Experience VOC Voice of the Customer Customer Feedback 87

Confirmit

MARCH 2, 2019

It is perhaps here, then, that the Voice of the Customer (VoC) needs to be listened to most carefully, a view supported by Norway’s Regional Center for Child and Adolescent Mental Health (RBUP). RBUP works to improve the quality of mental health services for children and youth in Eastern and Southern Norway.

Innovation 40

Innovation VOC Voice of the Customer Touchpoint 40

ClearAction

FEBRUARY 27, 2015

Focus innovations on what the customers are trying to get done: what are they integrating your product/service with, and how can you make it easier and more successful for them? And you're aligning the company to focus on value that's rewarded by customers. ClearAction offers a CCXP Exam Prep Course.).

Customer Journey Map 118

Customer Journey Map Voice of the Customer Advertising/ Marketing VOC 118

Retently

AUGUST 9, 2018

If that’s making you feel concerned about your own retention levels, you should start collecting, analyzing, and acting on Voice of the Customer (VoC) data. VoC or Voice of the Customer is a term used in business to refer to data about clients’ preferences, aversions, and expectations. VoC Data Can Improve Marketing Campaigns.

Voice of the Customer 87

Voice of the Customer Customer Feedback CEM Net Promoter Score 87