Customer Experience Unstructured Data Voice of the Customer Voice of the Employee 
CX Accelerator
FEBRUARY 12, 2018
If customers don’t get immediate value, they will likely leave and go to a company who will deliver an experience that meets their expectations. To be able to know and understand what customers want, companies must listen to their customers. This unsolicited feedback data can come from three places.
Lumoa
OCTOBER 31, 2021
The Lumoa platform has been integrated into Forsta’s world-class experience platform to provide advanced AI-driven analytics to customers seeking to quickly identify the trends and insights that matter the most. Both solutions also support more than 60 international languages.
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SurveySensum
MARCH 3, 2022
11 best Voice of the Customer tools to listen to your customers effectively. Studies state that companies still find it difficult to stand out in the competition based on the customer experience they provide. As per Gartner Group, 89% of the companies still compete to stay on top in the minds of customers. .
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?
CX Journey
JULY 10, 2014
What is big data? and how is it used to deliver a great customer experience? Big data" has been defined in many different ways and seems to most often refer to the sheer volume of data, but for the purpose of this article, I''m going to refer to the data sources. Data must be centralized.
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. Understand what the most impactful irritants are for customers and employees and fix those first. Where to Start. 1: Understand & Connect; Then Address.
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. Understand what the most impactful irritants are for customers and employees and fix those first. Where to Start. 1: Understand & Connect; Then Address.
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