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

PeopleMetrics

NOVEMBER 17, 2014

A great way to do this is to source every available perspective on the employee’s performance, and include details in the conversation that make suggested improvements crystal clear. That’s where Voice of the Customer (VOC) and Voice of the Employee (VOE) programs can help you in the coaching opportunity of a performance review.

Voice of the Customer 59

Voice of the Customer VOE VOC Voice of the Employee 59

Confirmit

JANUARY 9, 2018

Confirmit IVR enables you to create pre-recorded automatic telephone surveys during which the customer responds to a brief series of questions. This allows you to gather post-call customer feedback from contact centers, as well as retail insights, and employee feedback.

Voice of the Employee 40

Voice of the Employee Contact Center Retail Voice of the Customer 40

Confirmit

JANUARY 9, 2018

Confirmit IVR enables you to create pre-recorded automatic telephone surveys during which the customer responds to a brief series of questions. This allows you to gather post-call customer feedback from contact centers, as well as retail insights, and employee feedback.

Voice of the Employee 40

Voice of the Employee Contact Center Retail Voice of the Customer 40

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 29, 2020

Confirmit has recently been recognized as a Leader in the The Forrester Wave™ Customer Feedback Management Platforms, Q1 2020 , a significant endorsement for our ability to deliver ground breaking technology and services that truly deliver ROI. 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

FEBRUARY 5, 2020

It was all about customer feedback then. Voice of the Customer Voice of the Employee Company. We’re celebrating the 15 th anniversary of the ACE Awards this year. A lot has changed in the world of CX since the ACE Awards first launched in 2005. Not least, its name!

Voice of the Employee 52

Voice of the Employee Voice of the Customer CX Technology 52

Confirmit

SEPTEMBER 27, 2017

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. Philadelphia Insurance reached a record NPS® score of 60.

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. Voice of the Customer Voice of the Employee Market Research Case Studies. Philadelphia Insurance reached a record NPS® score of 60.

Hospitality 40

Hospitality Hospitality VOC Voice of the Employee 40

Confirmit

MARCH 6, 2017

Leading organizations around the globe rely on Confirmit to transform customer feedback into better business results. Our Professional Services and Consulting team provides expert assistance in designing effective Voice of the Customer programs, helping clients significantly impact business performance for more than a decade.

Voice of the Employee 40

Voice of the Employee Voice of the Customer Touchpoint Customer Feedback 40

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

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

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

PeopleMetrics

MARCH 13, 2015

Do they have a mechanism for sharing customer feedback with others in the company? There is a growing trend today to move away from annual or bi-annual employee engagement surveys and begin an ongoing dialog with employees about the business. " by loozrboy , CC BY-SA 2.0. Meerkats " by Ronnie Macdonald , CC BY 2.0.

Close the Loop 109

Close the Loop Customer Experience Net Promoter Score Voice of the Employee 109

Confirmit

FEBRUARY 12, 2020

You might have seen the news by now (I admit we’ve been shouting about it quite a bit), Confirmit has been named a Leader in the just-launched report ; The Forrester Wave™ Customer Feedback Management Platforms, Q1 2020. If you’re not a customer, maybe give us a call. We’re proud to be your partner.

VOE 52

VOE Voice of the Employee Gaming Voice of the Customer 52

Confirmit

FEBRUARY 22, 2017

Customer feedback surveys are everywhere now, but true Voice of the Customer programs that drive business change and improve customer experiences are still something very special. Voice of the Customer Voice of the Employee Market Research Company. Stand out from the crowd!

Voice of the Customer 40

Voice of the Customer Voice of the Employee Customer Feedback Customer Experience 40

Confirmit

SEPTEMBER 22, 2019

Virgin Money runs an established VoC program, collecting feedback across all channels and touchpoints, delivering not only improved NPS scores, but also detailed data about customer product understanding, awareness of customer benefits, customer engagement, and areas for improvement.

VOC 40

VOC NPS Voice of the Employee Voice of the Customer 40

Confirmit

MARCH 22, 2020

Ask yourself if your organization is able to currently act upon the feedback received – if resources, time, and effort are stretched thin and little will be done with the information – consider postponing it until it can and will be acted upon. Voice of the Customer Voice of the Employee Best Practices Quick Guides.

Customer Experience 52

Customer Experience B2C Hospitality Hospitality 52

SurveySensum

MARCH 3, 2022

You may find it easy to collect data manually from a hundred customers. But what about collecting data from the customer feedback is in thousands? There is no point in capturing customer feedback if you are not going to take any action on it. . Well, an efficient voice of the customer tool helps you with it.

Voice of the Customer 52

Voice of the Customer Sentiment Analysis VOC Close the Loop 52

Execs In The Know

APRIL 23, 2021

To learn more about ways to build a high-performing customer-centric culture, register for Execs In The Know’s Customer Response Summit , and watch the Concentrix-led executive panel session, Customer Feedback: 4 Fresh Practices for Unlocking Employee Potential, on Tuesday, April 27 at 9:15-AM – 10:00 AM PDT or 12:15 PM – 1:00 PM EDT.

Innovation 93

Innovation CX VOC Outlook 93

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

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

JUNE 15, 2017

Siemens has been working to put the customer at their heart of their business for several years and now has a sophisticated program that incorporates both relationship and transactional surveys, closed loop processes, Voice of the Employee and NPS ® best practices.

B2B 40

B2B Net Promoter Score VOC NPS 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

PeopleMetrics

JUNE 16, 2015

The majority of participants (82%) believe that their companies do a good job of recognizing employees for all that they do in service of the customer experience. 7 in 10 say that the company shares customer feedback with employees.

Net Promoter Score 96

Net Promoter Score Scorecard Gaming CX 96

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

PeopleMetrics

SEPTEMBER 17, 2015

In a past job, my superiors were excited about what they called the “elephant-and-rider metaphor.” It comes from psychologist Jonathan Haidt’s 2006 book, The Happiness Hypothesis , and it compares your emotional, automatic mental processes to an elephant—lumbering, inflexible, and massive. And your rational mind?

Customer Experience 120

Customer Experience Construction Start-ups Voice of the Employee 120

Qualtrics

OCTOBER 24, 2019

Topping up training and offering refreshers on your procedures and policies can give staff the confidence and capability to handle extra pressure, and to deliver a high-quality customer experience even when they’re extra busy. Recognize and reward success.

CX 32

CX Entertainment Hospitality Hospitality 32

Qualtrics

OCTOBER 15, 2019

Topping up training and offering refreshers on your procedures and policies can give staff the confidence and capability to handle extra pressure, and to deliver a high-quality customer experience even when they’re extra busy. Recognize and reward success.

CX 20

CX Entertainment Hospitality Hospitality 20

PeopleMetrics

APRIL 9, 2015

The results of our work is so customers can experience the very best you have to offer, with no evidence of the PowerPoint slides, Voice of the Customer alerts, or tooth-and-nail effort that brought it into being. Growing Into Your Customer Experience. That’s why we offer the customer experience solutions we do.

Customer Experience 125

Customer Experience Voice of the Customer Voice of the Employee Customer Feedback 125

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. Respecting customers’ time and collecting only critical data will go a long way towards improving engagement, and response rates. *All

Net Promoter Score 40

Net Promoter Score NPS Close the Loop Customer Loyalty 40

Confirmit

MAY 29, 2018

What is Voice of the Customer (VoC)? 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 Customer 40

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