CX Accelerator

FEBRUARY 12, 2018

In 2017, VoC maturity is still an issue. According to the report, only 14% are successful with their VoC. Also, there are reports that between 80-85% of information a business uses is in unstructured form. A version of this post originally appeared on M4 Communications blog. Twitter - @SueDuris

Voice of the Customer 140

Voice of the Customer VOC Close the Loop Unstructured Data 140

CX Accelerator

SEPTEMBER 16, 2022

And although the most profitable and successful companies across every sector globally, are also the ones that have the highest CX scores, adoption is slow in many organizations. So, how do you know if it’s time to go or time to stand up strong and lead your organizational leaders toward CX buy-in? Recognizing the symptoms.

CX 208

CX Start-ups Finance Engineering 208

Inside Customer Service

JANUARY 20, 2022

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon and affiliated sites. Judy Weader is a senior analyst at Forrester who researches the field of customer experience (CX).

Contact Center 130

Contact Center CX Sales Customer Experience 130

Beyond Philosophy

DECEMBER 23, 2015

As research into this effect concludes with regularity, employee attitudes and actions, especially around customer commitment and engagement, and championing a company’s products or services, can’t be separated from the effective delivery of customer value. And, it needs to be accomplished in a financially feasible and responsible way.

VOC 100

VOC Predictive Analytics Customer Loyalty Customer Retention 100