CX Accelerator

FEBRUARY 12, 2018

To be able to know and understand what customers want, companies must listen to their customers. That’s why companies are implementing some type of voice of the customer (VoC) program. So while you’re getting the feedback, you’re understanding underlying emotions as well. 3) Empower customers to provide feedback.

Voice of the Customer 140

Voice of the Customer VOC Close the Loop Unstructured Data 140

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.

Voice of the Employee 52

Voice of the Employee Voice of the Customer CX Technology 52

Confirmit

NOVEMBER 16, 2020

Here is a sneak peek into the captivating stories you’ll find in these pages: Amadeus runs a global VoC program that gathers timely feedback and delivers insight into pain points to maintain long-term customer relationships. Forecasted revenue increase by 22% as a result of actions taken based on customer feedback.

VOC 52

VOC Close the Loop Touchpoint Voice of the Employee 52

Confirmit

SEPTEMBER 27, 2017

Virgin Money turned customer feedback into 145 specific actions to improve the Customer Experience. You'll also find success stories from AIG, Amadeus Hospitality, Lexis Nexis, and Ulta to help inspire you towards CX greatness. 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

Virgin Money turned customer feedback into 145 specific actions to improve the Customer Experience. You'll also find success stories from AIG, Amadeus Hospitality, Lexis Nexis, and Ulta to help inspire you towards CX greatness. Voice of the Customer Voice of the Employee Market Research Case Studies.

Hospitality 40

Hospitality Hospitality VOC Voice of the Employee 40

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. Your Questions Explored.

Customer Experience 52

Customer Experience B2C Hospitality Hospitality 52

Qualtrics

DECEMBER 17, 2019

The staff who meet and talk to your customers play a huge role in executing your CX strategy. Frontline staff deal with your customers on a day-to-day basis, which means they’re collecting customer feedback and insights almost effortlessly. Why is the voice of the employee valuable for CX?

CX 26

CX Voice of the Employee Contact Center Actionable Insights 26

Confirmit

SEPTEMBER 9, 2018

The Confirmit ACE Awards program celebrates outstanding achievement in Customer Experience. With feedback collected from over 60% of its customer base in 2017, Bupa Global has been able to resolve 2,700 customer issues quickly and efficiently, driving positive experiences across the entire customer journey.

Close the Loop 40

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

Confirmit

SEPTEMBER 22, 2019

The organizations featured in the 2019 ACE Awards book are leading the way in using the Voice of the Customer to drive continual change. Customer feedback identified and drove product improvements, leading to NPS of +53. Mars, Incoporated uses Voice of the Employee to build senior talent on a global scale.

VOC 40

VOC NPS Voice of the Employee Voice of the Customer 40

Qualtrics

OCTOBER 24, 2019

Here’s how your teams can deliver an excellent customer experience right through to January – and want to stick around afterwards, too. If there’s one key factor in delivering high-quality CX, it’s your staff. Here’s how you can set the scene for a positive experience for both staff and customers this winter holiday period.

CX 32

CX Entertainment Hospitality Hospitality 32

PeopleMetrics

JUNE 16, 2015

The CX Feud! DISCLAIMER: The CX Feud is a game in which 150 customer experience professionals took our assessment about the presence, or absence, of customer centricity practices in their organizations. When it comes to customer experience activities and commitment, leaders appear to be: 1. On your marks….

Net Promoter Score 96

Net Promoter Score Scorecard Gaming CX 96

Confirmit

JUNE 7, 2017

Really inspiring stories of changes to corporate culture and how Voice of the Customer and Voice of the Employee programs are empowering employees to do the right thing. There are very few CX Practitioners out there who are lucky enough to have a CEO who states (as one did to me) “ROI?

VOC 40

VOC Voice of the Customer Voice of the Employee NPS 40

Confirmit

JUNE 15, 2017

who, as one of the world’s leading CX analysts, is always a welcome addition to an event. During her presentation, she shared some fascinating statistics around organizations’ commitment to customer experience programs. We were delighted to welcome Maxie Schmidt-Subramanian, Principal Analyst, Forrester Research, Inc.

B2B 40

B2B Net Promoter Score VOC NPS 40

Qualtrics

OCTOBER 15, 2019

Here’s how your teams can deliver an excellent customer experience right through to January – and want to stick around afterwards, too. If there’s one key factor in delivering high-quality CX, it’s your staff. Here’s how you can set the scene for a positive experience for both staff and customers this winter holiday period.

CX 20

CX Entertainment Hospitality Hospitality 20

Confirmit

MAY 29, 2018

Voice of the Customer refers to the way an organization collects customer feedback, analyzes the data, distributes it to the right people and takes action on these insights in order to generate financial benefits. Voice of the Employee. Voice of the Market. Voice of the Business. White Paper.

Voice of the Customer 40

Voice of the Customer VOC Net Promoter Score Customer Journey Map 40

CX Journey

JULY 10, 2014

You''ll conduct linkage analysis to link customer and employee data, customer feedback with operational metrics, and all data to financial measures. Using tools like customer journey maps, customer feedback maps, and a general data architecture/map can help to bring it all into focus.

Unstructured Data 71

Unstructured Data Customer Experience VOE Data Mining 71

Confirmit

MAY 29, 2018

For instance tracking your relationship NPS over time gives you an indication of whether your CX initiatives are having an impact on loyalty. The Net Promoter Score works by segmenting your customers into Promoters, Passives and Detractors, using a very specific NPS formula. How Does Net Promoter Score (NPS®) Work?

Net Promoter Score 40

Net Promoter Score NPS Close the Loop Customer Loyalty 40

CX Journey

JUNE 22, 2017

Traditionally, most of these voices have been captured through surveys or some other structured form that was initiated by the company, i.e., companies asked customers to provide feedback. Communication : What gets shared and communicated regularly is viewed as important to your employees.

Customer Journey Map 58

Customer Journey Map Voice of the Customer VOC Social Media 58