DMG Consulting

APRIL 14, 2023

Interaction Analytics: Listening in on the Omnichannel Customer Journey View this article on the publisher’s website. Interaction analytics (IA) literally listens to (or reads) the voice of the customer and interprets what they are saying (or writing) and how they feel about a company, product, or service.

Omnichannel 48

Omnichannel Sentiment Analysis Net Promoter Score Contact Center 48

DMG Consulting

JUNE 8, 2021

Interaction analytics capabilities are now finding their way into many third-party systems, including cloud-based contact center infrastructure solutions, customer relationship management (CRM) solutions, voice-of-the-customer (VoC) offerings, BI applications, and more.

Text Analytics 107

Text Analytics Contact Center VOC Artificial Intelligence 107

ClearAction

JANUARY 6, 2021

Stronger security and safety is enabled by facilities, legal, safety, operations, and other functional areas. 10) Start seeing your customer experience index as a lagging indicator. Voice-of-the-customer is by default a lagging indicator, even when it’s real-time, because it already happened.

Customer Experience 77

Customer Experience Net Promoter Score VOC Key Driver Analysis 77

Waypoint Group

JUNE 13, 2018

When I work with Customer Success teams to embed proactive processes to strengthen customer relationships, concerns raised are typically centered on, “I don’t have time for that.” Following up on customer support requests. Helping customer contacts with training. Who is “the customer?” Responding to email.

CX 40

CX NPS Legal Customer Feedback 40

ClearAction

NOVEMBER 16, 2023

Indeed, among companies participating in XM Institute’s State of Voice of the Customer Programs study, only “one-quarter think they are good at actually making changes to their business based on the program’s insights”. We created more than 50 separate VoC reports to give each line of business their own cut of the data.

VOC 62

VOC B2B Close the Loop Non-Profits 62

ClearAction

JANUARY 20, 2020

Forces on customers and business may otherwise make some turns that leave you behind. It’s a new decade that will be characterized differently by social, economic, technology, legal and competitive forces. Customer experience is customers’ realities compared to their expectations. 20) Manage CX as a Flow.

CXM 120

CXM Customer Experience Non-Profits Close the Loop 120

Intercom

AUGUST 2, 2023

And I was actually a speaker at the second annual customer satisfaction conference by the AMA and ASQ in 1992. Then, I went on to be the voice of the customer manager in a semiconductor company, became head of corporate quality within about four years, and led company-wide transformation, saving millions of dollars in hours for our customers.

Innovation 52

Innovation CX Non-Profits AI 52