Callminer

JULY 15, 2019

The Voice of the Customer (VoC) and Voice of the Employee (VoE) captured with speech analytics offers a rich resource for CX insight across the customer journey.

Artificial Intelligence 28

Artificial Intelligence Contact Center Machine Learning VOE 28

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

SurveySensum

JULY 14, 2020

A leader in customer experience, he has spent years in leading successful CX, Voice of the Customer (VoC), and marketing teams. Nick Lygo-Baker – CCXP, CMRS, CX Strategy & VoC Expert, Owner & Founding Director at Paradigm CX. LinkedIn : [link] /. Website : [link]. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Qualtrics

SEPTEMBER 23, 2019

Foundational voice-of-the-customer (VoC) programs focus on “crawling”, and once you start to “walk” that executive/leader engagement is critical. For example, one large communications firm embraced both the voice of the employee (VoE) and VoC and, as a result, saw its employee Net Promoter Score (eNPS) go up 60 points in one location.

Net Promoter Score 20

Net Promoter Score VOE CX VOC 20