Execs In The Know

DECEMBER 6, 2021

Meanwhile, customers continue to voice their preferences after being forced through a self-service funnel during much of the pandemic. They prize greater self-service options, proactive issue resolution, personalized service, and are actively engaging with newer technologies like chat, video, and social media. www.medallia.com.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Confirmit

SEPTEMBER 4, 2017

It’s less than a month until the fifth annual CX Day , organized by the Customer Experience Professionals Association (CXPA). As the CX industry grows and more people become true professionals in what has been, until recently, a fairly niche area of expertise, CX Day has become a wonderful rallying point. Stay tuned!

CX 40

CX Voice of the Customer Voice of the Employee Technology 40

Execs In The Know

JULY 1, 2021

1 — Invest in Essential Technologies. Technology is what makes the modern contact center go vroom, but what about when the contact center is no longer centralized nor office-based? This is where technology can level-set conditions and build parity into every customer experience. Security Technologies .

Contact Center 98

Contact Center Entertainment Hospitality Hospitality 98

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

Confirmit

FEBRUARY 5, 2020

A lot has changed in the world of CX since the ACE Awards first launched in 2005. On this journey, we’ve been lucky enough to celebrate our clients’ accomplishments, and the advancements in technology, approaches and methodologies along the way. Voice of the Customer Voice of the Employee Company.

Voice of the Employee 52

Voice of the Employee Voice of the Customer CX Technology 52

Confirmit

JULY 29, 2020

While the pandemic has turned the world on in its head, there’s been a lot of non-pandemic-based activity in the worlds of research , insight and customer experience (CX) too. What about the people, who in most cases, are more critical than the technology itself? With the possible exception of Bill Gates. People, and maybe gin.

Voice of the Employee 59

Voice of the Employee CRM Voice of the Customer Technology 59

Confirmit

FEBRUARY 22, 2021

Celebrating its 16th anniversary, the ACE awards have welcomed hundreds of submissions from many CX and insights pros around the world. We reveal a few of these themes and pitfalls and help you turn your CX or EX program into a stand out entry. Demonstrate good use of technology and data and include evidence that supports your claims.

Voice of the Employee 52

Voice of the Employee Voice of the Customer Start-ups CX 52

Confirmit

NOVEMBER 28, 2017

This Forrester Research report outlines the role that CX professionals can play in developing exceptional employee experiences in the context of their in-flight CX programs and how to raise it as a priority. Voice of the Customer Voice of the Employee Analyst Insight.

Customer Experience 45

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

Confirmit

FEBRUARY 25, 2019

If you’re doing something with new technologies, or are using interesting new approaches, consider our Innovation category. Is your CX activities tightly aligned to your corporate goals? Finally, of course, if you’re running a Voice of the Employee or Employee Engagement program, it’s the VoE category for you.

VOE 40

VOE Voice of the Employee B2B Voice of the Customer 40

Confirmit

NOVEMBER 18, 2019

Before providing my perspective on it, let’s take a broader look at the employee feedback landscape as it is going through an evolution. The table below shows a number of emerging trends, some of them initiated by technology and some others by changes at workplace (new ways of working, agile organization, social enterprise etc.).

Voice of the Employee 45

Voice of the Employee Touchpoint Voice of the Customer Technology 45

Confirmit

MARCH 13, 2018

A safe bet in most cases is the Voice of the Customer category, but it’s wise to see if there is another one better suited to your business. If you’re doing something with new technologies, such as mobile or text analytics, consider our Innovation category. But you knew that! Can I enter multiple categories?

VOE 40

VOE Voice of the Employee Text Analytics NPS 40

Confirmit

DECEMBER 21, 2016

I saw first-hand the evolution from traditional research methods to online technologies and services. I went from working in a Market Research company to spending six years in a software startup that provided technology for online qualitative research. Voice of the Customer Voice of the Employee Market Research Company.

VOE 53

VOE Text Analytics VOC Voice of the Employee 53

Confirmit

JULY 13, 2017

Ten years ago this week, Confirmit announced the completion of its first corporate merger – the acquisition of UK-based technology company Pulse Train. And with the convergence of the MR and the CX worlds, as well as my own roles at Pulse Train and Confirmit, there are definitely some loops being closed, and new ones opened!

Close the Loop 40

Close the Loop Social Media Voice of the Employee B2B 40

Qualtrics

JULY 31, 2020

Key customer metrics are typically gathered and tracked by marketing or customer experience (CX) teams. A centralized and combined database of HR and CX data is integral to analyzing and tracking the impact your team has on the metrics that define (and better and refine) the outcomes of your work. Average performance rating.

Net Promoter Score 41

Net Promoter Score Voice of the Employee Actionable Insights Social Media 41

Execs In The Know

MAY 10, 2021

Customer experience (CX) leaders also need to remember that agents have a unique perspective because they talk to customers every day. Coupled with a pandemic that forced people to self-isolate, it is no surprise that this has become a common stressor. This gives them valuable insights and ideas that do not always see the light of day.

Contact Center 87

Contact Center Gaming Legal Voice of the Employee 87

Callminer

JULY 15, 2019

This is a great opportunity to listen, watch, and learn the latest CX analytics information out there! On day 2, we have artificial intelligence and related technology taking center stage. Although most companies desire to be a leader in CX, many do not take the necessary steps. It’s not just about technology!

Artificial Intelligence 28

Artificial Intelligence Contact Center Machine Learning VOE 28

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. Confirmit offers highly flexible Voice of the Customer software solutions, so you can decide how you prefer to work with us. How Does Net Promoter Score (NPS®) Work? Bain & Company, Inc.,

Net Promoter Score 40

Net Promoter Score NPS Close the Loop Customer Loyalty 40