Execs In The Know

MAY 18, 2021

The Importance of Research to the Modern CX Executive . But what type of research should customer experience (CX) leaders be looking for, and how should they incorporate this research into their improvement efforts? Re-Working Digital CX: A Reality Check with Top Brands. Host/Sponsor: Fancy Mills, COPC Inc.

Voice of the Employee 92

Voice of the Employee Voice of the Customer Sports CX 92

Confirmit

NOVEMBER 28, 2017

This Forrester Research report outlines the role that CX professionals can play in developing exceptional employee experiences in the context of their in-flight CX programs and how to raise it as a priority. Voice of the Customer Voice of the Employee Analyst Insight.

Customer Experience 45

Customer Experience Voice of the Employee Voice of the Customer CX 45

PeopleMetrics

JANUARY 14, 2015

That means that every department has to be ready, and empowered , to make changes to improve customer experience. How your leadership approaches reviewing metrics, taking action, and supporting employees can make or break the entire effort. Buy-in from leadership is the keystone here. Choice by Billie Ward , CC BY 2.0.

Voice of the Employee 117

Voice of the Employee Voice of the Customer CX Customer Feedback 117

Confirmit

SEPTEMBER 25, 2017

Our celebrations of CX Day on October 3rd , continue today as we focus on another client with a fascinating story to well. While many industries, particularly financial services, insurance (such as Philadelphia Insurance who we featured last week ) and retail, are quite a long way down the CX road these days, many other markets lag behind.

CX 51

CX Voice of the Employee Transportation Education 51

CX Journey

JULY 9, 2015

Image courtesy of karith There are many voices you need to listen to when developing your customer experience strategy. You listen to your customers and to your employees. Think those are the only voices you should be listening to in order to improve the customer experience? Both of them?

VOE 74

VOE Unstructured Data Customer Experience VOC 74

Confirmit

MARCH 22, 2020

While we cannot do much to help you secure such household goods, we can help you navigate the confusing waters of Customer Experience (CX) during times of crisis. In the past few days, we’ve been getting a lot of questions from our clients on best CX practices in light of Covid-19. Are you communicating effectively?

Customer Experience 52

Customer Experience B2C Hospitality Hospitality 52

Confirmit

SEPTEMBER 25, 2017

Our celebrations of CX Day on October 3rd , continue today as we focus on another client with a fascinating story to well. While many industries, particularly financial services, insurance (such as Philadelphia Insurance who we featured last week ) and retail, are quite a long way down the CX road these days, many other markets lag behind.

CX 40

CX Voice of the Employee Transportation Education 40

Confirmit

SEPTEMBER 4, 2017

It’s less than a month until the fifth annual CX Day , organized by the Customer Experience Professionals Association (CXPA). Once again, Confirmit is delighted to be a sponsor of what has become a real highlight of the Customer Experience calendar. Voice of the Customer Best Practices.

CX 40

CX Voice of the Customer Voice of the Employee Technology 40

DMG Consulting

APRIL 11, 2022

Answer: While surveying solutions have traditionally been utilized to collect, analyze and share solicited feedback regarding products, services and brand perception from customers and prospects, these applications can also capture and measure employee satisfaction.

VOE 48

VOE Artificial Intelligence Predictive Analytics VOC 48

Confirmit

SEPTEMBER 11, 2017

Our countdown to CX Day 2017 continues. Last week, we shared a case study about one of our most successful clients, RS Components who are doing some seriously impressive things with a large, multi-lingual, multi-country CX program. This drives action and keeps Voice of the Customer top-of-mind for Siemens’ teams.

Text Analytics 40

Text Analytics CX Social Media Voice of the Employee 40

Confirmit

SEPTEMBER 11, 2017

Our countdown to CX Day 2017 continues. Last week, we shared a case study about one of our most successful clients, RS Components who are doing some seriously impressive things with a large, multi-lingual, multi-country CX program. This drives action and keeps Voice of the Customer top-of-mind for Siemens’ teams.

Text Analytics 40

Text Analytics CX Social Media Voice of the Employee 40

Execs In The Know

DECEMBER 6, 2021

Numerous organizations are talking about the importance of connecting employee and customer experience to build an effective hybrid contact center workforce. They tire of making excuses, feel bad they can’t provide a better customer experience, and know it will impact their service score. Where to Start.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Execs In The Know

DECEMBER 6, 2021

Numerous organizations are talking about the importance of connecting employee and customer experience to build an effective hybrid contact center workforce. They tire of making excuses, feel bad they can’t provide a better customer experience, and know it will impact their service score. Where to Start.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Confirmit

MARCH 12, 2019

From Confirmit’s perspective, we’re there to talk Customer Experience , insights, Voice of the Employee and anything to do with bringing together data to help businesses make better decisions. All of which are a huge issue for CX teams too – and in many companies, marketing is the home of CX.

Voice of the Employee 56

Voice of the Employee B2C Social Media Voice of the Customer 56

Confirmit

MAY 27, 2019

We sometimes forget, though, that it’s not the “company” delivering the experience to the customer, it’s the company’s employees. This week I learned about two exceptional examples of companies empowering their employees to provide outstanding experiences.

CX 40

CX Voice of the Employee Age of the Customer Voice of the Customer 40

Confirmit

APRIL 19, 2017

They’re a fabulous way to combine two of our favorite things; CX chat and food. Earlier this week, we ventured to Washington DC to talk about how businesses can rejuvenate their customer experience programs. We know that even after years of success, CX programs can reach a plateau. Voice of the Customer Company.

CX 40

CX VOC Voice of the Employee Voice of the Customer 40

Confirmit

NOVEMBER 16, 2020

A focus on customer experience is essential for the success of any organization. And for the 15th year, the ACE Awards recognize companies who are not only committed to delivering great customer experiences but who use it to keep their businesses one-step ahead. 93% of new customers onboarded within 14 days in 2020.

VOC 52

VOC Close the Loop Touchpoint Voice of the Employee 52

Confirmit

FEBRUARY 5, 2020

A lot has changed in the world of CX since the ACE Awards first launched in 2005. It was all about customer feedback then. In this brand new category, the ACE Awards judges are looking for CX stars from around the world who deserve recognition for their skills and the impact they have on the organization. Not least, its name!

Voice of the Employee 52

Voice of the Employee Voice of the Customer CX Technology 52

CX Journey

AUGUST 1, 2018

Image courtesy of Pixabay In this two-part series, I'll outline how to stand up a team of CX Champions to activate your customer experience transformation efforts. Do you have a governance structure in place for your customer experience transformation efforts? To simplify, I’ll call them CX Champions.

CX 36

CX Government Voice of the Employee Customer Experience 36

Confirmit

MARCH 6, 2019

My top trick is to think “ Richer, Smarter, Faster ” That means answering the following: How are you using the Voice of the Customer or Employee to create richer insights ? How are people around the company able to make better business decisions based on insights from your CX work? Think beyond the CX team.

VOC 40

VOC Voice of the Employee NPS Voice of the Customer 40

Confirmit

SEPTEMBER 27, 2017

The Confirmit ACE Awards program celebrates outstanding achievement in Customer Experience. Virgin Money turned customer feedback into 145 specific actions to improve the Customer Experience. Voice of the Customer Voice of the Employee Market Research Case Studies.

Hospitality 40

Hospitality Hospitality VOC Voice of the Employee 40

Confirmit

SEPTEMBER 27, 2017

The Confirmit ACE Awards program celebrates outstanding achievement in Customer Experience. Virgin Money turned customer feedback into 145 specific actions to improve the Customer Experience. Voice of the Customer Voice of the Employee Market Research Case Studies.

Hospitality 40

Hospitality Hospitality VOC Voice of the Employee 40

Confirmit

SEPTEMBER 9, 2018

The Confirmit ACE Awards program celebrates outstanding achievement in Customer Experience. Take a look to find out how our Confirmit ACE Awards winners have used Customer Experience Management solutions to drive business change. Waters runs a global Voice of the Customer program for its Field Service operations.

Close the Loop 40

Close the Loop Voice of the Employee Voice of the Customer Touchpoint 40

Confirmit

MARCH 6, 2018

CX is becoming more recognized as a discipline in its own right, and expectations are increasing – especially from Executive teams. But true Voice of the Customer programs that drive business change and improve customer experiences are still something very special. Prove the value you deliver.

Voice of the Employee 61

Voice of the Employee Voice of the Customer Innovation CX 61

Confirmit

MARCH 23, 2020

We encourage dedicated Customer Experience practitioners or those who have taken on CX as part of a wider role to enter. Digital Success is another new category, specifically for those capturing feedback through channels that enhance the digital experience. Voice of the Customer Voice of the Employee Company.

Voice of the Employee 40

Voice of the Employee Voice of the Customer CX Customer Experience 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

Confirmit

SEPTEMBER 22, 2019

A focus on the customer experience is a critical element of success for any organization. And the Confirmit ACE Awards program celebrates those companies who accomplish outstanding achievement in Customer Experience. measures the customer experience at the point of travel insurance purchase.

VOC 40

VOC NPS Voice of the Employee Voice of the Customer 40

Confirmit

OCTOBER 27, 2019

With so many interactions, channels, touchpoints, devices and stages in a customer lifecycle where do we begin to map out the entire customer journey? Confirmit’s Claire Sporton got together with other customer experience experts on MyCustomer’s recent podcast to help you hit the ground running.

Customer Journey Map 40

Customer Journey Map Voice of the Customer Touchpoint Social Media 40

Confirmit

FEBRUARY 20, 2018

This is one of the highlights of the year for us, and I know the awards are something that our customers get very excited about too. As ever, our judges will be looking for examples of great Customer Experience programs that deliver real business results. Voice of the Customer Voice of the Employee Market Research Company.

Contact Center 40

Contact Center VOC B2B Voice of the Employee 40

Confirmit

JUNE 7, 2017

Judging the ACE Awards , our program that recognizes Confirmit customers who are really embracing best practices in customer experience, is always an interesting task. There are very few CX Practitioners out there who are lucky enough to have a CEO who states (as one did to me) “ROI? These things matter.

VOC 40

VOC Voice of the Customer Voice of the Employee NPS 40

Qualtrics

SEPTEMBER 23, 2019

Many of the issues you face with patient experience may be solved with the same best-in-class customer experience (CX) principles used by the world’s most successful brands. Guest speaker Faith Adams, Senior Analyst from Forrester, discusses this in more detail in our recent webinar on modernizing the patient experience.

Net Promoter Score 20

Net Promoter Score CX VOE VOC 20

Confirmit

JULY 13, 2017

I came back to the UK in 2007, the year Confirmit acquired Pulse Train, and I started working in the Customer Experience space. We often speak of “closing the loop” in the Customer Experience environment. Voice of the Customer Voice of the Employee Market Research Company.

Close the Loop 40

Close the Loop Social Media Voice of the Employee B2B 40

Confirmit

JUNE 15, 2017

Last week customer experience practitioners and executive-level VoC program sponsors from leading organizations convened in New York City for Confirmit’s Second Annual B2B Summit. who, as one of the world’s leading CX analysts, is always a welcome addition to an event. Voice of the Customer Company.

B2B 40

B2B Net Promoter Score VOC NPS 40

CX Journey

NOVEMBER 10, 2015

Image courtesy of degconsulting How do you know where to start your CX journey? You know you have to transform the customer experience with your company; don't let uncertainty paralyze you or derail you from getting started. Voice of the Employee : Listen to employees. Do you know who your customers are?

Government 64

Government Customer Journey Map Social Media Voice of the Customer 64

CX Journey

JUNE 22, 2017

They become the backbone of your customer experience management efforts. Why do you need a customer journey map? Journey maps provide clarity for the entire organization, helping to provide that clear line of sight to customers and ensuring that each employee understands how he impacts the customer experience.

Customer Journey Map 58

Customer Journey Map Voice of the Customer VOC Social Media 58

Callminer

JULY 15, 2019

This virtual conference will cover a ranging of topics, expert speakers, partners and customers about better customer and agent experiences through speech analytics. This is a great opportunity to listen, watch, and learn the latest CX analytics information out there! Thursday, July 25th Customer Experience.

Artificial Intelligence 28

Artificial Intelligence Contact Center Machine Learning VOE 28

Doing CX Right

OCTOBER 9, 2019

Journey Mapping is an important component of any CX practice. We talked about customer journeys and how the process helps people understand their customers better. CX topics include: What customer journey mapping is. The type of data required & role of Voice of the Customer programs.

Customer Journey Map 40

Customer Journey Map Voice of the Employee CX Touchpoint 40