Confirmit

JULY 26, 2017

As part of this program, the company selected Confirmit to provide a platform to gain deeper insights into the customer’s view of their experiences, and to underpin the firm’s strategy to deliver a differentiated and orchestrated customer experience across all customer interaction journeys and channels, both offline and online.

VOE 40

VOE VOC Customer Journey Map Customer Experience 40

Confirmit

JULY 26, 2017

As part of this program, the company selected Confirmit to provide a platform to gain deeper insights into the customer’s view of their experiences, and to underpin the firm’s strategy to deliver a differentiated and orchestrated customer experience across all customer interaction journeys and channels, both offline and online.

VOE 40

VOE VOC Customer Journey Map Customer Experience 40

ClearAction

APRIL 3, 2015

Why Customer Experience Excellence Requires HR Engagement. People are at the center of providing or receiving customer experiences. And it’s commonly accepted that engaged employees are a prerequisite to high-value, engaged customers. Improve customer experience by eliminating CX functional boundaries.

Customer Experience 121

Customer Experience VOE Scorecard Government 121

Confirmit

DECEMBER 20, 2018

Customer feedback has long been used by organisations as a way of surfacing insights to help them refine and improve their support, services and products. Whether by way of surveys, focus groups, social media or a combination thereof, customer feedback has long provided a rich vein of information to mine.

Voice of the Employee 40

Voice of the Employee VOE VOC Social Media 40

CX Journey

JULY 10, 2014

and how is it used to deliver a great customer experience? Data Sources Any initiative to improve the customer experience will be unsuccessful without understanding the customer and his needs. If you''re going to listen to each of these voices, then you need to use the data in a meaningful way.

Unstructured Data 71

Unstructured Data Customer Experience VOE Data Mining 71

Doing CX Right

SEPTEMBER 5, 2020

Voice of the Customer, commonly referred to as VOC, can be YOUR company game-changer WHEN DONE RIGHT! I speak a lot on podcasts about VOC and the art and science of getting feedback from customers to inform business decisions, and employees (VOE) too. This is the theme of my recent Customer Experience book.

VOC 52

VOC VOE Close the Loop Voice of the Customer 52

Confirmit

JULY 18, 2017

In customer feedback or research programs, most participants always have their mobile phone with them, so they can provide feedback at scale in a cost-effective way. Short SMS surveys create an engaging and efficient channel to measure customer experiences.

VOE 40

VOE VOC Voice of the Customer Customer Feedback 40