Execs In The Know

APRIL 23, 2021

Remember that your employees hold the keys to a successful transition – and you can count on them to help. Guest post, written by: Ellie Dubbs, Product Strategist VOC Solutions, Concentrix VOC. Concentrix VOC is an industry-leading provider of customer and employee feedback software and solutions.

Innovation 93

Innovation CX VOC Outlook 93

Confirmit

NOVEMBER 16, 2020

Here is a sneak peek into the captivating stories you’ll find in these pages: Amadeus runs a global VoC program that gathers timely feedback and delivers insight into pain points to maintain long-term customer relationships. Cromwell established a multi-touchpoint VoC program to better understand customer expectations.

VOC 52

VOC Close the Loop Touchpoint Voice of the Employee 52

Confirmit

JUNE 10, 2018

All Industries Voice of the Customer Voice of the Employee Market Research Factsheets. But feedback silos represent a fairly new phenomenon, and they make it impossible for your organization to get a clear, holistic view of the customer experience.

Voice of the Customer 40

Voice of the Customer VOC Voice of the Employee Customer Loyalty 40

Confirmit

JULY 26, 2017

Highlights from the report include: The role of senior support in the success of a Voice of the Customer program. The importance of the Voice of the Employee in capturing insights from the front line. How customer journey mapping proved key to improving processes. All Solutions Analyst Insight.

VOE 40

VOE VOC Customer Journey Map Customer Experience 40

Confirmit

JULY 26, 2017

Highlights from the report include: The role of senior support in the success of a Voice of the Customer program. The importance of the Voice of the Employee in capturing insights from the front line. How customer journey mapping proved key to improving processes. All Solutions Analyst Insight.

VOE 40

VOE VOC Customer Journey Map Customer Experience 40

Confirmit

MARCH 6, 2017

These are the “best of the best” and are hand-selected by our VoC team for special recognition. If you are running a VoC program for a client – yes! Voice of the Customer Voice of the Employee Market Research Company. I work for a Market Research Company – can I enter?

VOC 49

VOC Voice of the Customer Voice of the Employee Customer Experience 49

Confirmit

MARCH 6, 2017

Video is a rich data source that allows you to gather powerful, qualitative insights into the behavior, attitude and opinions of the participants in your Market Research studies or feedback programs, whether they are for Voice of the Customer (VoC) or Voice of the Employee (VoE).

VOE 40

VOE Voice of the Employee VOC Voice of the Customer 40

Execs In The Know

MAY 18, 2021

Using Research — Research is most valuable when used in combination with program data — things like Voice of the Customer data, and even Voice of the Employee data. Benchmarking research can also be useful for understanding core metrics. This helps create greater relevancy for different types of research.

Voice of the Employee 92

Voice of the Employee Voice of the Customer Sports CX 92

Confirmit

JANUARY 26, 2020

Voc/VoE, better together. Voice of the Customer Voice of the Employee Market Research Best Practices. Start the year fresh by setting challenging goals that will help you revolutionize the way you approach your work, your role and your industry. Automation & the human skill in research. Step away from the Survey.

VOE 52

VOE VOC Voice of the Employee Voice of the Customer 52

CX Journey

JULY 10, 2014

There are many sources, but they are best classified as: Voice of the Customer (VOC), which also includes voice of partners, franchisees, and other constituents, 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 (..)

Unstructured Data 71

Unstructured Data Customer Experience VOE Data Mining 71

SurveySensum

MARCH 3, 2022

– With Voice of the Customer tools. . VOC tools help you listen and comprehend the customer expectations, opinions, and feedback. What are VoC tools? Mandatory features to look for in a great VoC tool? Top 11 voice of the customer tools in 2022. Top 11 voice of the customer tools in 2022. SurveySensum.

Voice of the Customer 52

Voice of the Customer VOC Sentiment Analysis Close the Loop 52

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

JUNE 26, 2017

Leveraging Confirmit’s industry-leading CATI technology, The Bernett Group works alongside research suppliers and consultants to execute VoC and Market Research projects on your behalf. Voice of the Customer Voice of the Employee Market Research Factsheets. Download the fact sheet to learn more.

VOC 40

VOC Construction Voice of the Employee Compliance 40

Confirmit

SEPTEMBER 27, 2017

The case studies featured in our 2017 ACE Award Winners' Showcase demonstrate how the Voice of the Customer has the power to drive an organization forward, delivering positive customer experiences, changing business culture, and generating significant Return on Investment. Philadelphia Insurance reached a record NPS® score of 60.

Hospitality 40

Hospitality Hospitality VOC Voice of the Employee 40

Confirmit

SEPTEMBER 27, 2017

The case studies featured in our 2017 ACE Award Winners' Showcase demonstrate how the Voice of the Customer has the power to drive an organization forward, delivering positive customer experiences, changing business culture, and generating significant Return on Investment. Philadelphia Insurance reached a record NPS® score of 60.

Hospitality 40

Hospitality Hospitality VOC Voice of the Employee 40

Beyond Philosophy

AUGUST 9, 2016

In what Harley Manning and Kerry Bodine call the “Customer Experience Ecosystem”, engaging employees who are both visible to customers and those behind the scenes (i.e., all employees) can directly impact the customer journey and customer experience initiatives. Innovative, social techniques are core to employee VOC programs.

Non-Profits 60

Non-Profits Social Media VOC B2C 60

Confirmit

JUNE 6, 2018

It is tightly integrated with Confirmit Horizons, our comprehensive, multichannel Voice of the Customer (VoC), Voice of the Employee (VoE), and Market Research platform, so you can easily combine structured data from surveys with the depth of insight and unprecedented level of detail available only in open-ended feedback.

VOE 40

VOE Text Analytics Structured Data Voice of the Employee 40

Confirmit

SEPTEMBER 22, 2019

Through their sophisticated VoC program the organization achieved a 24% increase in re-lead opportunities as a result of acting on non-purchaser feedback. To continually improve the relationship with resort owners, Wyndham Destinations Resorts Asia Pacific runs a multi-country VoC program. in just nine months.

VOC 40

VOC NPS Voice of the Employee Voice of the Customer 40

Confirmit

MARCH 6, 2019

There are six categories available and it pays to take a good look at the options… Almost all of the categories (except Voice of the Employee) are suitable for VoC or Customer Experience (CX) programs, so it’s wise to see which will help you show off your program at its best. This is what we want to hear about.

VOC 40

VOC Voice of the Employee Voice of the Customer NPS 40

Confirmit

JANUARY 9, 2018

A Voice of the Customer (VoC) program is only valuable if you take action to improve the customer experience. Voice of the Customer Voice of the Employee Market Research White Papers. And, considering that 74% of consumers identify word-of-mouth as a strong in?uencer Download the factsheet to learn more.

VOC 40

VOC Voice of the Employee Voice of the Customer Customer Survey 40

Confirmit

JANUARY 9, 2018

A Voice of the Customer (VoC) program is only valuable if you take action to improve the customer experience. Voice of the Customer Voice of the Employee Market Research White Papers. And, considering that 74% of consumers identify word-of-mouth as a strong in?uencer Download the factsheet to learn more.

VOC 40

VOC Voice of the Employee Voice of the Customer Customer Survey 40

Confirmit

APRIL 19, 2017

It’s an area that our VoC consultants are asked about a lot, so we set about an event to help people learn how moving to the next level begins with asking the right questions, and gathering best practices. One of the areas he talked about which really sparked interest from the audience was about employee engagement. And why not?

CX 40

CX VOC Voice of the Employee Voice of the Customer 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

Confirmit

JUNE 11, 2018

The e-learning system is constantly being expanded and includes e-learning courses such as: Confirmit VoC programme. All Industries Voice of the Customer Voice of the Employee Market Research Factsheets. Active Dashboards. Action Management. CRM Connector for Salesforce. Instant Analytics. Survey Designer. Model Builder.

VOC 40

VOC Voice of the Employee Voice of the Customer CRM 40

Confirmit

MAY 29, 2019

Paul has 15 years’ experience in the MR and VoC solutions market, and regularly presents webinars which highlight new product functionality. Voice of the Employee Market Research Webinars. He is highly experienced in translating technology features into real-world benefits.

Hospitality 40

Hospitality Hospitality VOC Voice of the Employee 40

Confirmit

FEBRUARY 20, 2018

All Market Research businesses running a VoC or CX program for clients are welcome to enter any of the six categories, just take a look at this list and see which is the best fit. Voice of the Customer Voice of the Employee Market Research Company.

Contact Center 40

Contact Center VOC Voice of the Employee B2B 40

SurveySensum

MARCH 4, 2021

In this episode Tanuj, NK, and Debbie are talking about the impact of CX on business metrics, VOC and CX metrics and their measurables, VOB, VOC, and VOE and their differences, bringing alignment across multiple teams, tips to manage the emotions of the customer, where does CX starts and ends in an organization, and a lot more!

CX 52

CX VOE VOC Voice of the Customer 52

Confirmit

MAY 16, 2019

Paul has 15 years’ experience in the MR and VoC solutions market, and regularly presents webinars which highlight new product functionality. Voice of the Employee Market Research Featured Webinars. He is highly experienced in translating technology features into real-world benefits. Register Now.

Hospitality 40

Hospitality Hospitality VOC Voice of the Employee 40

Confirmit

JUNE 15, 2017

Last week customer experience practitioners and executive-level VoC program sponsors from leading organizations convened in New York City for Confirmit’s Second Annual B2B Summit. This is one of our key events of the year and it’s getting bigger and better every time.

B2B 40

B2B Net Promoter Score VOC NPS 40

CX Journey

JUNE 22, 2017

Step 5: Listen to Your Customers While VoC stands for “voice of the customer,” I like to use it to refer to “voice of the constituents” because there are so many voices that companies should be listening to as part of their efforts to improve the customer experience: voice of the customer, voice of the employee, voice of the partner, voice of the market, (..)

Customer Journey Map 58

Customer Journey Map Voice of the Customer VOC Social Media 58

Confirmit

JUNE 7, 2017

Really inspiring stories of changes to corporate culture and how Voice of the Customer and Voice of the Employee programs are empowering employees to do the right thing. All the entrants have plenty of anecdotal evidence to share – and it is great stuff. These things matter.

VOC 40

VOC Voice of the Customer Voice of the Employee NPS 40

Confirmit

MAY 1, 2017

Finally, we were joined by Stacey Nevel, a Principal VoC Consultant with Confirmit. Voice of the Customer Voice of the Employee Market Research Company. The children were completely absorbed in the debate and continued talking about it for quite a while after the session was over.

Education 45

Education VOC Voice of the Employee Business Consulting 45

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. Investing in customer experience (CX) means improving policies and procedures — and can help improve the employee experience. Its NPS went up double digits, too, as a result.

Net Promoter Score 20

Net Promoter Score CX VOE VOC 20

Execs In The Know

DECEMBER 6, 2021

For businesses around the globe, Contact Centers represent the heartbeat of their organization: it’s where their two most valued constituencies — employees and customers — intersect and interact. It’s literally a frontline touchpoint that impacts the bottom line of an organization.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Execs In The Know

DECEMBER 6, 2021

For businesses around the globe, Contact Centers represent the heartbeat of their organization: it’s where their two most valued constituencies — employees and customers — intersect and interact. It’s literally a frontline touchpoint that impacts the bottom line of an organization.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Confirmit

MAY 29, 2018

And much more if you follow best practices around implementing successful VoC programs. Voice of the Customer Voice of the Employee Market Research Product Innovation Company Best Practices. An actionable segmentation of your customer base (Promoters, Passives and Detractors). Your position against your competition.

Net Promoter Score 40

Net Promoter Score NPS Close the Loop Customer Loyalty 40

InteractionMetrics

MARCH 20, 2025

Features like automated recovery workflows slash response times by 50%, while Voice of the Employee tools tie internal morale to customer satisfaction. ConcentrixCX ConcentrixCX is a voice of the customer (VoC) platform capturing feedback from email, web, chat, and video.

CX 52

CX Social Media Contact Center Compliance 52