PeopleMetrics

SEPTEMBER 17, 2015

Motivating Customer Experience Improvement. If you’re a customer experience leader, that duality is important to understand. Making Meaning Out of Customer Centricity. In customer experience strategy, we can get mired in the practical elements of our business: Who will take responsibility?

Customer Experience 120

Customer Experience Construction Start-ups Voice of the Employee 120

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

NOVEMBER 28, 2017

Organizations are increasingly aware of the need to improve the employee experience (EX) as a means of creating an exceptional customer experience (CX). But the concept of the “employee experience” is a far-reaching one that is already used in contexts including HR, technology, privacy, and security.

Customer Experience 45

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

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. While Customer Experience is always important, it is times like these where providing a great customer experience is of paramount importance.

Customer Experience 52

Customer Experience B2C Hospitality Hospitality 52

Uniphore

AUGUST 6, 2021

These are some of top contact center pain points driving employee disengagement today. In our webinar, What Your Call Center Agents Rant About on Social Media , we went beyond the annual Voice of the Employee survey to explore how agents really view the contact centers they work in—and why they’re leaving at an alarming rate.

Contact Center 246

Contact Center Social Media Artificial Intelligence Voice of the Employee 246

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

Execs In The Know

FEBRUARY 29, 2024

And if customer experience (CX) transformation is your odyssey, it would serve you well to remember that the journey, if not carefully navigated, can be fraught with tunnel-visioned Cyclops, time-eating Lotus Eaters, and the seductive Siren calls of newly hyped technologies. Today, staying “current” and on course can feel overwhelming.

CX Transformation 99

CX Transformation CX VOE AI 99

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

CX Journey

SEPTEMBER 8, 2016

Fact : Without your employees, you have no customer experience. The linkage between employee experience and customer experience has been proven. It's real, and your employees matter. What is the employee experience? It appeared on their blog on January 7, 2016. We ask them.

Customer Experience 49

Customer Experience VOE Voice of the Employee Social Media 49

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

PeopleMetrics

AUGUST 25, 2015

Listening to the Voice of the Employee works in a similar way, but from an internal perspective. You can then take steps to grow employee engagement and help them deliver an improved customer experience. Chart your course with long-term customer experience strategies. Ready to set sail?

Voice of the Employee 96

Voice of the Employee Voice of the Customer Customer Experience Management Customer Experience 96

Execs In The Know

MAY 18, 2021

But what type of research should customer experience (CX) leaders be looking for, and how should they incorporate this research into their improvement efforts? Using Research — Research is most valuable when used in combination with program data — things like Voice of the Customer data, and even Voice of the Employee data.

Voice of the Employee 92

Voice of the Employee Voice of the Customer Sports CX 92

DMG Consulting

APRIL 11, 2022

Surveying solutions, sometimes referred to as enterprise feedback management (EFM) applications, can be used to gain insights into the voice of the customer (VoC), and the voice of the employee (VoE).

VOE 48

VOE Artificial Intelligence Predictive Analytics VOC 48

RateMyService

NOVEMBER 22, 2021

Identify moments of truth Rosebella identified key moments of truth through customer journey mapping and used our survey platform to capture the Voice of the Customer. Surveys were also used to capture Voice of the Employee. This was visualised and shared across the business to ensure a common understanding.

Sentiment Analysis 52

Sentiment Analysis Customer Journey Map CX Voice of the Employee 52

PeopleMetrics

MARCH 2, 2015

We’re happy to help any company with employee engagement, regardless of its goals. But when a client has a stated goal to deliver great customer experiences, and therefore needs to create a customer-centric culture — then, well, they’re in our sweet spot. The Power of Customer-Centric Goals. It’s important work.

Voice of the Employee 106

Voice of the Employee Start-ups Customer Satisfaction Customer Experience 106

Confirmit

JANUARY 15, 2020

In this video, business leaders in the Market Research, Customer Experience, and Employee Engagements worlds talk about their experience of working with Confirmit. They highlight Confirmit's deep expertise across Voice of the Customer and Market Research, and discuss how Confirmit helps them to reach their objectives.

Pharmaceutical 52

Pharmaceutical Manufacturing Voice of the Employee Voice of the Customer 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. Voice of the Customer Voice of the Employee Market Research Company Best Practices.

Voice of the Employee 56

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

Beyond Philosophy

APRIL 17, 2015

Employee Experience and Customer Experience are linked. Both members of this marriage have a voice. The Voice of the Customer (VOC) refers to the feedback you get regarding a Customer’s expectations and their experience with your organization. Consider the employee environment at Google.

VOE 148

VOE VOC CX CEM 148

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

MARCH 16, 2020

Tell us about how you are listening to employees, acting on their feedback and how it’s enhanced the Customer Experience. We should also keep in mind the wider business impact that improved employee experience has. Voice of the Customer Voice of the Employee Company.

Voice of the Employee 52

Voice of the Employee Voice of the Customer Technology Technology 52

Confirmit

NOVEMBER 21, 2019

Companies are starting to own their employee experience (EX) like never before. Finally, organizations are realizing that creating a great EX is the best strategy for driving a great customer experience (CX) and improving organizational performance. Voice of the Employee Webinars. Register now !

Voice of the Employee 52

Voice of the Employee CX Customer Experience 52

Confirmit

JUNE 6, 2018

It is tightly integrated with Confirmit Horizons, our comprehensive, multichannel Voice of the Customer (VoC), Voice of the Employee (VoE), and Market Research platform, so you can easily combine structured data from surveys with the depth of insight and unprecedented level of detail available only in open-ended feedback.

VOE 40

VOE Text Analytics Structured Data Voice of the Employee 40

CX Accelerator

FEBRUARY 12, 2018

It’s also important to capture the employee’s voice as employees have very valuable data to share. The voice of the employee is such an underutilized tool to help drive customer experience improvement. 3) Empower customers to provide feedback.

Voice of the Customer 140

Voice of the Customer VOC Close the Loop Unstructured Data 140

Confirmit

JANUARY 2, 2019

For an industry that’s been growing and evolving for years now, I think it’s fair to say that 2018 was the year when the world of Customer Experience was really recognized as a game-changer. Voice of the Customer Voice of the Employee Market Research Company. That thing is money.

CX 64

CX Voice of the Employee Gaming Voice of the Customer 64

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. Voice of the Customer Voice of the Employee Case Studies.

Close the Loop 40

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

Confirmit

AUGUST 15, 2019

You can focus on building and running world-class Market Research, Customer Experience, and Voice of the Employee programs, while we focus on ensuring it is safe and secure. Voice of the Customer Voice of the Employee Market Research Company Best Practices.

Voice of the Employee 40

Voice of the Employee Compliance Voice of the Customer Technology 40

Confirmit

MARCH 31, 2019

Confirmit offers end-to-end solutions that help businesses collect Richer insights so they can make Smarter Decisions and take Action Faster using the world’s most secure, reliable, and scalable solutions for Customer Experience, Employee Engagement, and Market Research programs. Analytics, Reporting, and Dashboards.

Text Analytics 40

Text Analytics Voice of the Employee Contact Center Voice of the Customer 40

Confirmit

FEBRUARY 5, 2020

This category is open to dedicated Customer Experience practitioners or those who have taken on CX as part of a wider role. As long as you’re a Confirmit customer and have been running a Customer Experience or Employee Experience program on a Confirmit solution, you’re eligible to enter.

Voice of the Employee 52

Voice of the Employee Voice of the Customer CX Technology 52

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 29, 2020

We are 100% committed to always go above and beyond supporting you in your Market Research and Customer Experience needs. Voice of the Customer Voice of the Employee Market Research Best Practices.

Voice of the Employee 52

Voice of the Employee Actionable Insights Voice of the Customer Technology 52

Confirmit

JUNE 3, 2018

Customer Experience professionals rely on customer feedback management (CFM) platforms to support their need to capture, analyze, share and take action on insights identified through customer feedback. ” Voice of the Customer Voice of the Employee Market Research Featured Analyst Insight.

Customer Feedback 40

Customer Feedback Text Analytics Voice of the Employee B2B 40

Confirmit

SEPTEMBER 25, 2017

Education isn’t an area where we typically see a lot of Customer Experience activity. Cognita is also implementing a Voice of the Employee program for staff and a Voice of the Pupil initiative so there’ll certainly be more to hear from this team! Voice of the Employee Best Practices.

CX 51

CX Voice of the Employee Transportation Education 51

Confirmit

JULY 1, 2020

You can focus on building and running world-class Market Research, Customer Experience, and Employee Experience programs, while we focus on ensuring your data is safe and secure. Voice of the Customer Voice of the Employee Market Research Product Innovation Company.

Compliance 52

Compliance Voice of the Employee Voice of the Customer Innovation 52

Confirmit

MARCH 5, 2017

It integrates with Confirmit Horizons™, our flexible, multi-channel solution for Customer Experience, Employee Engagement and Market Research programs. Voice of the Customer Voice of the Employee Market Research. to determine the sentiment by category for each item of text.

Sentiment Analysis 40

Sentiment Analysis Text Analytics Social Media Voice of the Employee 40

Confirmit

MARCH 6, 2018

But true Voice of the Customer programs that drive business change and improve customer experiences are still something very special. Great customer experiences are driven by people across your organization who help to take business change viral. Recognize your teams (and have cake!)

Voice of the Employee 61

Voice of the Employee Voice of the Customer Innovation CX 61