Business Administration, CRM and Touchpoint

Lesson #3: VoC Is Becoming The Single Source of Truth For All Customer Feedback On CX

PeopleMetrics

JULY 23, 2018

At a hotel, quality assurance (QA) professionals pretend to be a typical guest and have a checklist that reflects all the touchpoints a real guest might experience. Or consider a company that purchased a CRM software product and their salespeople rarely log on to use it. Here’s how this typically works. How long was the line?

VOC

VOC Customer Feedback Mystery Shopper CEM

Customer Experience Challenges According to 15 CX Experts

Lumoa

OCTOBER 31, 2018

Let’s think in customer touchpoints instead. Plan transformation, reflect what business case makes it necessary, and take your co-workers and customers with you, that’s what we are doing. Peter Lavers, Customer Experience and CRM Expert @ PeterLavers | blog "Customer Experience is here to stay! Don’t underestimate culture.

CX Customer Experience Machine Learning Artificial Intelligence

Tech Customer Success

Lesson #3: VoC Is Becoming The Single Source of Truth For All Customer Feedback On CX

Customer Experience Challenges According to 15 CX Experts

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