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. This includes any unstructured feedback from survey responses to online reviews and customer support conversations.

VOE 83

VOE VOC Unstructured Data Artificial Intelligence 83

Confirmit

NOVEMBER 16, 2020

Everyone from customer or employee experience practitioners or wider insights teams will find advice and top tips, from 25 businesses in over 10 industries, guaranteed to inspire action. We are proud to share the success of such innovative and people-centric teams. 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 22, 2019

We are proud to share the success stories of such innovative and people-centric teams. Mars, Incoporated uses Voice of the Employee to build senior talent on a global scale. Here is a glimpse into some of the award-winning organizations you will discover in this book: AIG Travel, Inc.

VOC 40

VOC NPS Voice of the Employee Voice of the Customer 40

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. Interested in learning more?

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. Interested in learning more?

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

CX Journey

JUNE 22, 2017

Step 4: Map the Customer Journey Journey mapping is a way to walk in your customer's shoes and chart his course as he interacts with your organization (channels, departments, touchpoints, products, etc.) while trying to fulfill some need or do some job within each stage of the lifecycle. I can’t argue with that.

Customer Journey Map 58

Customer Journey Map Voice of the Customer VOC Social Media 58

Confirmit

MAY 29, 2018

Once you’ve gathered insights from a representative sample of your customer base, start taking more strategic actions, for example investing in product innovation or re-designing your billing system. Transactional NPS Scores at key touchpoints, for example post-purchase or after a support call. Bain & Company, Inc.,

Net Promoter Score 40

Net Promoter Score NPS Close the Loop Customer Loyalty 40