PeopleMetrics

APRIL 9, 2018

Do you know any CX professionals who started out in market research? So why does the transition from market research to customer experience come so naturally to CX professionals? Well for one, we are all interested in trends in customer sentiment, and in pulling actionable insights from those trends. Sean holds a Ph.D.

VOC 70

VOC CEM Close the Loop Business Administration 70

Lumoa

JUNE 30, 2022

If you want people in your organisation to appreciate the value of customer experience, you need to learn how to sell customer experience (CX) to those who are not dealing with it day in and day out. And that’s why CX is an area of business that’s often underappreciated, undervalued, and overlooked. You can become a driver of change.

Customer Experience 110

Customer Experience VOC CX Voice of the Customer 110

Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! CX professionals know they can share it as constructive feedback (if you’re lucky) or harsh criticism (if you aren’t).

Text Analytics 83

Text Analytics Customer Feedback Net Promoter Score Sentiment Analysis 83

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

Confirmit

MAY 29, 2018

What is Voice of the Customer (VoC)? Voice of the Customer refers to the way an organization collects customer feedback, analyzes the data, distributes it to the right people and takes action on these insights in order to generate financial benefits. Why Does Voice of the Customer Matter?

Voice of the Customer 40

Voice of the Customer VOC Net Promoter Score Customer Journey Map 40

Doing CX Right

OCTOBER 20, 2020

Leverage the Voice of Customer ( VoC ) In Everything You Do?? . VoC is a valuable research method that enables you to understand the difference between customer expectations and how well you deliver what they need. Most people rely on surveys as their VoC source. Step 2: Turn Voice of Customer Data Into Actionable Insights. .

Gaming 69

Gaming VOE VOC Close the Loop 69

Execs In The Know

APRIL 14, 2022

Not only did the event bring together many of the best minds in customer experience (CX) — all for a much-needed moment of COMMUNITY, CONNECTION, and BALANCE — but the event also provided a ton of learnings and actionable insights for attendees to take back to their organizations. You’re Not Alone. Key Takeaways. Key Takeaways.

Real Estate 98

Real Estate VOC Actionable Insights CX 98

CX Journey

MAY 17, 2017

How do you know when it's time for a refresh or a complete VoC program redesign? VoC has changed and now includes more than just surveys; it's not just about asking customers but also about listening - wherever your customers want to speak and voice their opinions. Does your VOC initiative suffer from any of the symptoms listed above?

VOC 63

VOC Social Media Actionable Insights Customer Survey 63

Lumoa

AUGUST 8, 2023

By understanding the key insights hidden within your survey data, you can address specific customer concerns, tailor your products and services to meet their needs and stay ahead of the competition. Unlocking the power of VoC feedback is vital to the success of any business.

Customer Feedback 83

Customer Feedback VOC Net Promoter Score NPS 83

SurveySensum

JANUARY 9, 2024

With this blog, we will discuss the drawbacks of tying agent CSAT scores to their performance with the help of some of the industry’s top CX experts. The same is also discussed in our recent CX question of the day conversation. Let’s hear expert’s views and insights into this top topic.

VOC 52

VOC Scorecard Construction Customer Satisfaction 52

Zendesk

MARCH 31, 2021

That’s why collecting customer feedback should be central to any customer experience (CX) operation. Customer feedback is any information that customers give a company about their experience, says CX expert Jeff Toister. In this special CX Moment, Leanna Nazzisi, Sr. What is customer feedback? Types of customer feedback.

Customer Feedback 95

Customer Feedback VOC Social Media Net Promoter Score 95

Lumoa

NOVEMBER 21, 2023

Analysing VoC (Voice of Customer) from the customer feedback acquired through AI-powered surveys, feedback forms, chatbots, phone calls, and even social media further helps in understanding what is negatively affecting the customer experience and what can be done to improve it. Lumoa is also the first CX platform to integrate with GPT.

Customer Feedback 83

Customer Feedback AI Machine Learning Social Media 83

PeopleMetrics

OCTOBER 25, 2017

Where does the Voice of the Customer (VoC) land in the priorities for your company’s overall strategy? If you’re not investing in CX, it’s very likely that your competitors are. The stage has been set – now let’s jump right into the top 12 Reasons to Invest More in Customer Experience (CX): 1. CX is not as fluffy as it may seem.

CEM 122

CEM Customer Experience VOC Scorecard 122

SurveySensum

SEPTEMBER 15, 2023

5) InMoment Customized surveys Real-time insights Comprehensive reporting None Contact InMoment 4.7 (5) 5) InMoment Customized surveys Real-time insights Comprehensive reporting None Contact InMoment 4.7 (5) It uses gamification to encourage participation and gather valuable insights from B2B clients.

B2B 52

B2B NPS Sentiment Analysis Text Analytics 52

SurveySensum

MAY 25, 2022

It has also been used widely in the automotive industry to find actionable insights on sales, customer satisfaction, model testing, and market research. Real-time insights: Online surveys are better than CATI interviews as they are powered by AI, machine learning, etc., to create reliable analytics and reports.

Manufacturing 52

Manufacturing Actionable Insights Machine Learning VOC 52

Lumoa

APRIL 24, 2018

In doubts, I wanted to reach out to the thought leaders and influencers to know what they think of NPS, or rather, according to the best traditions of NPS, if they would recommend NPS to a fellow CX colleague. How likely are you to recommend Net Promoter System to your CX colleagues? (on Why did you give that score?

NPS 135

NPS CX Net Promoter Score Close the Loop 135

SurveySensum

NOVEMBER 10, 2023

The Text Analytics software enables users to get actionable insights from open-ended feedback. The tool also comes with a team of dedicated CX experts who will help you create well-designed surveys and streamline your feedback process to get maximum value. It provides real-time feedback analysis for actionable insights.

Sentiment Analysis 52

Sentiment Analysis Actionable Insights Social Media Start-ups 52

CX Journey

MARCH 8, 2017

If you manage a VoC initiative or use the findings or insights from your customer feedback, you know what I'm talking about. When was the last time you got a meaningful, actionable insight from your analysis? Do the insights you get from your analysis motivate you? Think about this first. I was a party to it.

CX 58

CX VOC Voice of the Customer Actionable Insights 58

SurveySensum

JANUARY 10, 2024

Worst Times to Send a Survey – CX Expert Stories In the fast-paced world of customer experience, capturing feedback is essential for businesses striving to enhance their services. Have a look at the insights from CX professionals and their experiences with poorly timed surveys at CXQOTD. I ignore them.

NPS 52

NPS Customer Feedback CX Text Analytics 52

SurveySensum

MARCH 15, 2024

It lets you send NPS, CES, CSAT, product, onboarding, and many VOC surveys to your customers. It is a customer experience platform that provides necessary insights into your customer base across different industries like B2B, Fintech, Telecom, etc. Analyze Your Target Market with the CX Experts at SurveySensum!

Text Analytics 52

Text Analytics NPS Outlook CX 52

Taylor Reach Group

MAY 24, 2018

Whether you’re interested in speaking, exhibiting or simply attending these events, we wanted to keep everybody informed on the upcoming Contact Center and CX Events. Some of the hot topics include Soliciting and evaluating new concepts, solutions, and ideas thanks to the VoC. CX NYC 2018: June 19-20, New York, NY.

Contact Center 48

Contact Center CX Healthcare Social Media 48

ClearAction

JULY 11, 2023

It collects an abundance of customer insights that are more valuable than the VoC you pay so much for! Championing brand integrity is the top purpose of your CX team. Request a rapid action template session to kickstart progress in any area. This resource is certainly among the best CX content I’ve ever found.

Customer Service 48

Customer Service Data Mining Non-Profits CXM 48

SurveySensum

OCTOBER 4, 2023

SurveySensum SurveySensum is a robust survey tool tailored for the automotive industry, designed to transform customer feedback into actionable insights. It empowers you to deploy CSI, SSI, NPS , CSAT, onboarding, and other VOC surveys to gauge the pulse of your automotive customers. The following are its best features.

Customer Feedback 52

Customer Feedback Sentiment Analysis Text Analytics CRM 52

CX Journey

MAY 2, 2017

Image courtesy of ARMLE Are you taking action on your customer data? I like to write about taking action and actionable insights because there's a serious lack of action when it comes to customer feedback. I've witnessed it for far too long. That should read, " only 34%." That's a pretty embarrassing statistic.

Actionable Insights 47

Actionable Insights VOC Customer Feedback CX 47

CX Journey

MARCH 17, 2015

I joined Bob, along with Jeanne Bliss, in the first webinar to discuss Creating Actionable Insight from a Customer Listening Engine. Jeanne talked about the role of the Chief Customer Officer, while I ran through my Six Steps to Turn VoC into Action. customer experience metrics voc voice of customer'

VOC 77

VOC Gaming Start-ups Actionable Insights 77

SurveySensum

SEPTEMBER 14, 2020

Which is why Digital CX Transformation is required. The businesses that were in the digital CX transformation phase have fast-forwarded their progress. They are now struggling with the funds, technology, and resources to drive a successful digital CX transformation. Align yourself with your digital CX goal.

Customer Experience 59

Customer Experience Sentiment Analysis Social Media CX Transformation 59

SurveySensum

NOVEMBER 11, 2021

It provides the technology to create and share surveys, set up notifications to close the loop, analyze the data with real-time journey-based dashboards, and understand verbatims with Text & Sentiment analysis to prioritize actions. Other features : CX Management Software, Workforce. And one more thing! Best features .

Sentiment Analysis 52

Sentiment Analysis Text Analytics Close the Loop Machine Learning 52

Callminer

JULY 15, 2019

This is a great opportunity to listen, watch, and learn the latest CX analytics information out there! Join Vice President of AI Rick Britt and Senior Data Scientist Yang Liu as they break down the myth from reality on AI’s popularity and how you can turn the data captured in your call center into actionable insights.

Artificial Intelligence 28

Artificial Intelligence Contact Center Machine Learning VOE 28

SurveySensum

APRIL 21, 2023

Prioritize actions to drive business goals and growth. SurveySensum’s team of CX experts helps you effectively run surveys, analyze the feedback data, and focus on the right customer touchpoints for capturing feedback. It is purpose-built for managing the entire CX management process to drive business growth.

Text Analytics 52

Text Analytics Start-ups Social Media Customer Feedback 52