Lumoa

APRIL 3, 2023

Many of B2B Customer Experience Agency’s clients require support for instance in building Voice of the Customer measurement models and governance with the natural next step being technology and tools for analyzing customer feedback and creating actionable insights.

B2B 83

B2B Customer Experience Voice of the Customer Government 83

Futurelab

DECEMBER 27, 2023

First, businesses started asking for actionable insights rather than just data: a new role that the researchers performed well, turning from number crunchers into consultative teams. Customer data has transitioned from a scarce commodity to an overwhelming flood of information. Yet this is rarely the case any more.

Customer Experience 157

Customer Experience CX Start-ups Actionable Insights 157

Lumoa

FEBRUARY 16, 2023

A voice of the customer (VoC) is the process of gathering customer feedback to discover what they need, want, and expect from you. The goal is to better understand your customers, earn their trust, and improve customer experience. Without customers, there is no business. Now, what do you do with the data?

VOC 94

VOC Unstructured Data Customer Feedback Net Promoter Score 94

Callminer

JULY 18, 2019

What do you think is the most powerful insight we can gain from topic turns? Finding actionable insights can alter agent behavior and make true business impact. But what the actionable insight actually is vary from business and department. Join us August 14th.

Machine Learning 140

Machine Learning ML Artificial Intelligence Actionable Insights 140

Lumoa

FEBRUARY 28, 2023

The most common method companies use to collect feedback at scale are surveys, including: Customer Satisfaction surveys ( CSAT ) Net Promoter Score surveys ( NPS ) Customer Effort Score surveys ( CES ) Deploying surveys is a foundational part of gathering customer feedback. It can almost feel paralyzing.

Customer Feedback 83

Customer Feedback Close the Loop Net Promoter Score Actionable Insights 83

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. CRS Clearwater Panel Discussions.

Real Estate 98

Real Estate VOC Actionable Insights CX 98

Lumoa

JUNE 30, 2022

There are three big things you can do to promote the customer experience across your company: Measure the impact that CX has on financial or business metrics Proactively advocate for CX across the company Develop the CX team so that you can represent the voice of the customer. Representing the voice of the customer.

Customer Experience 110

Customer Experience VOC CX Voice of the Customer 110

Logicalware

APRIL 27, 2023

Once you know you’ve asked the questions you need to, decide when and where customers should address them – from a variety of channels! Contact centre leaders can then benefit from actionable insights, as responses from multiple channels are available in one place! And then what?

Actionable Insights 52

Actionable Insights NPS CX Voice of the Customer 52

Confirmit

APRIL 1, 2019

Asurion runs a best-in-class transactional Voice of the Customer program that is dedicated to driving action and improving the customer experience. Finally, she discusses the impact of winning a Confirmit ACE Award, not only for the customer experience team, but across the whole company.

CX 40

CX Voice of the Customer Actionable Insights Customer Experience 40

PeopleMetrics

JANUARY 28, 2016

Improving the customer experience starts with collecting customer feedback. Depending on a variety of factors, you may tackle that collection with a homegrown feedback solution or a professional Voice of the Customer system. But customer feedback turns into a lot of data quickly. Elbow nudge.

Customer Feedback 83

Customer Feedback Actionable Insights Start-ups Voice of the Customer 83

Callminer

FEBRUARY 26, 2019

If you only measure customer satisfaction based on individual interactions, how do you know how happy a customer is with the entire experience you deliver? Was the customer happy before a bad experience? It is important to understand the true “voice of the customer” based on the entire experience received.

Customer Satisfaction 159

Customer Satisfaction Social Media Customer Survey Actionable Insights 159

Confirmit

FEBRUARY 8, 2017

They do so by building integrated voice of the customer (VoC) programs that turn customer data into concrete actions. Their approach results in satisfied customers and a measurable increase in customer spend. How Top Performers Convert Customer Data into Actionable Insight.

VOC 40

VOC Actionable Insights Voice of the Customer Customer Satisfaction 40

Confirmit

SEPTEMBER 29, 2020

Our recent merger with Dapresy , a next-generation platform designed to transform data into actionable insights, makes our tech offering even stronger, providing all of our clients with greater access compelling reporting and visualizations! Voice of the Customer Voice of the Employee Market Research Best Practices.

Voice of the Employee 52

Voice of the Employee Actionable Insights Voice of the Customer Technology 52

Confirmit

JULY 7, 2017

Success therefore depends upon understanding where you are delighting – or failing – your customers, and making decisions to improve results. The most effective method is a Voice of the Customer (VoC) program that collects feedback across all customer touchpoints to deliver meaningful and actionable insights.

VOC 40

VOC B2C Actionable Insights Voice of the Customer 40

PeopleMetrics

DECEMBER 12, 2017

Best when accessed by all employees at a company (not just one team or department), t he ultimate objective of a CEM system is to cultivate and improve customer satisfaction and loyalty by connecting your organization to the real-time Voice of The Customer (VoC). System Harmony.

CEM 84

CEM CRM Customer Relationship Management VOC 84

Sprinklr

SEPTEMBER 9, 2021

According to Gartner data , 62% of marketing leaders report facing a significant or moderate challenge in leveraging integrated customer data. If you’re not able to convert your social listening data into actionable insights, at scale, it’s time for you to take another look at your social listening tool.

Social Listening 110

Social Listening AI Social Media CXM 110

PeopleMetrics

NOVEMBER 6, 2014

Customer data leaving you frustrated? We often find ourselves with lots of numbers representing our customers’ feedback, but few actionable insights to create the ultimate customer experience. Customer Experience Customer Feedback Customer Experience Strategy Voice of the Customer'

Customer Experience 80

Customer Experience Voice of the Customer Customer Feedback Actionable Insights 80

Confirmit

JULY 7, 2017

Success therefore depends upon understanding where you are delighting – or failing – your customers, and making decisions to improve results. The most effective method is a Voice of the Customer (VoC) program that collects feedback across all customer touchpoints to deliver meaningful and actionable insights.

VOC 40

VOC B2C Actionable Insights Touchpoint 40

PeopleMetrics

APRIL 29, 2016

Data overload can be a real risk to action. It can spread your people too thin, make your targets unclear, and cause analysis paralysis in your customer experience improvement. Strive for Actionable Insights in the Customer Experience. Look for actionable insights and take advantage of them.

Customer Experience 70

Customer Experience Actionable Insights Touchpoint Customer Feedback 70

Confirmit

JULY 5, 2017

This year was my third year as an ACE Awards judge, and having enjoyed the category for Insight through an MR Agency last year, I grabbed that one again. This is the award for Market Research businesses who are running Voice of the Customer programs for their clients. All very “grown up” submissions.

Close the Loop 45

Close the Loop Voice of the Customer Actionable Insights CX 45

SurveySensum

JULY 2, 2023

This includes gathering customer feedback for analysis and actionable insights. Key Features Its text analytics features automatically tag and segment customers based on their feedback. Users can customize both the survey questions and design. The surveys are customizable.

Customer Satisfaction 52

Customer Satisfaction Social Media Text Analytics Actionable Insights 52

Lumoa

JANUARY 24, 2024

For a Customer Experience Officer (CXO), dedicating resources to analyzing text feedback from customers can have several benefits: Dissecting Customer Segments : Text analytics in customer feedback allows you to delve into the nuances of different customer groups, understanding their unique preferences and expectations.

Text Analytics 83

Text Analytics Customer Feedback Net Promoter Score Sentiment Analysis 83

Confirmit

OCTOBER 30, 2018

Philadelphia Insurance partnered with Confirmit to design and implement a Voice of the Customer (VoC) program to enable the insurer to gain a line of sight into every part of the customer lifecycle. Philadelphia Insurance uses Confirmit’s VoC solution, to listen, analyze and act on customer and agent feedback.

VOC 40

VOC Net Promoter Score NPS Voice of the Customer 40

Lumoa

AUGUST 8, 2023

So it’s important to listen closely and understand what customers want from brands – that’s where the voice of the customer comes in. Just as a chef transforms raw ingredients into a gourmet meal, proper survey analysis can transform raw data into actionable insights that drive business growth.

Customer Feedback 83

Customer Feedback VOC Net Promoter Score NPS 83

Lumoa

APRIL 28, 2024

Choose the Right Platform for You When you start evaluating various platforms, Lumoa stands out as a particularly compelling choice for medium to large enterprises focused on efficiently managing teh voice of the customers.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

SurveySensum

FEBRUARY 1, 2024

So, it’s super important to listen to the voice of the customer. When customers give direct and honest feedback, it helps a lot in making products better. Providing easy access to share feedback across multiple channels allows businesses to collect actionable insights from customers.

Customer Feedback 52

Customer Feedback Innovation Social Media Start-ups 52

Zendesk

OCTOBER 20, 2023

Document customer service workflows and processes A customer service workflow is a sequence of actions for a particular task from initiation to completion. Workflows often contain the following steps: Initial contact: The first interaction concerning a customer issue or request.

Customer Service 52

Customer Service Customer Journey Map B2C B2B 52

PeopleMetrics

MARCH 5, 2018

By analyzing the dynamics of an acquisition company’s relationship with its customers and employees, business leaders become armed with the actionable insight necessary to make an informed investment decision and reduce risk. The benefits of collecting customer feedback.

Net Promoter Score 64

Net Promoter Score Customer Feedback Voice of the Customer Actionable Insights 64

CX Journey

MARCH 8, 2017

Know the definition of customer experience insanity? Sadly, this is a concept that voice of the customer and customer experience professionals are quite familiar with. I spoke at an event last week on the topic of disrupting voice of the customer programs. And this is a very real thing.

CX 58

CX VOC Voice of the Customer Actionable Insights 58

PeopleMetrics

FEBRUARY 15, 2016

You can keep up with new insights by subscribing to our blog , or you can learn a little more about making your customers happier by downloading the resource below: At PeopleMetrics, we’re all about giving companies actionable insights to improve their customer experience. We'd love to talk. Thanks for reading.

Close the Loop 88

Close the Loop Customer Experience Customer Feedback Actionable Insights 88

1 to 1

OCTOBER 28, 2020

Share customer insights across departments To deliver a consistent customer experience, all employees, regardless of department or location, need a shared understanding of customer behaviors, preferences, and expectations. Agents are often the first to notice when customers are struggling.

CX 26

CX Customer Loyalty Voice of the Customer AI 26

Comm100

AUGUST 20, 2019

These guiding principles will drive the organization’s behavior when they are embedded into every employee, ensuring that decisions made are customer-friendly and that no action takes place without a deep consideration of how it will affect your customers. Do they know the key customer pain points you get calls on?

Contact Center 40

Contact Center Customer Experience Actionable Insights Start-ups 40

InteractionMetrics

JULY 22, 2016

Look at your customer survey from many angles: The customer’s perspective—is it easy to take? An operations perspective—does it uncover actionable insights? Your CEO—will your survey engage them with the voice of the customer? The marketplace—how does your survey compare with the competition?

Customer Survey 45

Customer Survey Touchpoint Construction Customer Loyalty 45

InteractionMetrics

APRIL 12, 2016

But common sense and extensive research proves that “the market works”; customers reward companies that provide superior experiences. Nevertheless, the reality for many companies is that the voice of the customer can seem like something off in the distance, compared to the “right now” importance of shaving costs, boosting margins, etc.

Text Analytics 45

Text Analytics Non-Profits Customer Survey Actionable Insights 45

Customer Bliss

FEBRUARY 8, 2018

As the VP, Customer Experience, Diana’s role was to compliment Essilor’s award-winning products by creating and implementing customer experience strategies that further differentiate their services, creating greater value for Essilor customers and their patients.

Manufacturing 40

Manufacturing CX B2C Innovation 40

Comm100

DECEMBER 14, 2017

Customer advocates should be involved throughout the process to ensure that the solution addresses the problems identified and is something that the customer will use. In addition, they can represent the voice of the customer in ensuring that the changes are delivered in a timely and appropriate manner.

Customer Experience 92

Customer Experience Net Promoter Score NPS Close the Loop 92

Callminer

JULY 15, 2019

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. Register for 1pm BST Session. Register for Noon EST / 9am PST Session . Why Your Contact Centers are a CX Goldmine.

Artificial Intelligence 28

Artificial Intelligence Contact Center Machine Learning VOE 28