Confirmit

JULY 26, 2017

In this case study, by leading industry analyst Ovum, you’ll learn how the RS Components team set about building a customer experience program that now capture customer feedback in a consistent way across multiple channels and 29 countries, in 17 languages. How customer journey mapping proved key to improving processes.

VOE 40

VOE VOC Customer Journey Map Customer Experience 40

Execs In The Know

APRIL 23, 2021

Guest post, written by: Ellie Dubbs, Product Strategist VOC Solutions, Concentrix VOC. Concentrix VOC is an industry-leading provider of customer and employee feedback software and solutions. Contact us at: voc@concentrix.com | 1-800-747-0583. To attend live or watch on-demand, please register. .

Innovation 93

Innovation CX VOC Outlook 93

Confirmit

SEPTEMBER 22, 2019

By listening to feedback, understanding what customers want and delivering industry-leading value through superior customer experience AIG’s customer satisfaction rates now reach a record of 91%. With over three million satisfied customers, Empire Today is dedicated to its customers.

VOC 40

VOC NPS Voice of the Employee Voice of the Customer 40

Confirmit

SEPTEMBER 27, 2017

Download the ACE Awards book learn how: Ally Financial hit an incredible 90% customer satisfaction score. Quest software created a VoC program that runs in eight languages in 57 countries. Virgin Money turned customer feedback into 145 specific actions to improve the Customer Experience.

Hospitality 40

Hospitality Hospitality VOC Voice of the Employee 40

Confirmit

SEPTEMBER 27, 2017

Download the ACE Awards book learn how: Ally Financial hit an incredible 90% customer satisfaction score. Quest software created a VoC program that runs in eight languages in 57 countries. Virgin Money turned customer feedback into 145 specific actions to improve the Customer Experience.

Hospitality 40

Hospitality Hospitality VOC Voice of the Employee 40

Execs In The Know

MAY 18, 2021

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. Customer Feedback: 4 Fresh Practices for Unlocking Employee Potential. Host/Sponsor: Ellie Dubbs, Concentrix. Jim Gallagher, Nordstrom.

Voice of the Employee 92

Voice of the Employee Voice of the Customer Sports CX 92

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. This is one of our key events of the year and it’s getting bigger and better every time.

B2B 40

B2B Net Promoter Score VOC NPS 40

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. All the entrants have plenty of anecdotal evidence to share – and it is great stuff. These things matter. Show us the money!

VOC 40

VOC Voice of the Customer Voice of the Employee NPS 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

CX Journey

JUNE 22, 2017

Communication : What gets shared and communicated regularly is viewed as important to your employees. Share customer feedback with employees; don't keep it from them. Tell customer stories and stories of great experiences to teach and to inspire employees to deliver the experience they need to deliver.

Customer Journey Map 58

Customer Journey Map Voice of the Customer VOC Social Media 58

Execs In The Know

DECEMBER 6, 2021

Then build dashboards that bring employee data and customer data next to each other to uncover and identify the correlating impact between the two in terms of: Topics of interest (customer feedback and employee feedback). Driven behaviors (customer behaviors and employee performance).

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Execs In The Know

DECEMBER 6, 2021

Then build dashboards that bring employee data and customer data next to each other to uncover and identify the correlating impact between the two in terms of: Topics of interest (customer feedback and employee feedback). Driven behaviors (customer behaviors and employee performance).

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Confirmit

MAY 29, 2018

Text analytics, through solutions like Confirmit Genius , can make sense of these verbatims and point you in the right direction when it comes to prioritizing actions based on customer feedback. An actionable segmentation of your customer base (Promoters, Passives and Detractors). Your position against your competition.

Net Promoter Score 40

Net Promoter Score NPS Close the Loop Customer Loyalty 40