ClearAction

DECEMBER 26, 2022

CX Index: Cracking the Code in Your Customer Experience Strategy Lynn Hunsaker. The CX Index measures customer experience among brands in 13 industries. 1 Accordingly, the CX Index teaches us a lot about what is ineffective in popular CX practices. Interestingly, the CX Index is simple: CX Quality.

CX 71

CX Customer Experience VOC Legal 71

PeopleMetrics

FEBRUARY 20, 2019

When VoC software platforms emerged, everything changed. CSAT programs quickly became a thing of the past as VoC software platforms took over. Everyone Wins with VoC. Today, companies get more for their money with VoC. Switching from CSAT to VoC. Thinking about switching to VoC? Continuous Conversations.

VOC 94

VOC CEM Business Administration Machine Learning 94

PeopleMetrics

AUGUST 31, 2018

Customer service (CS) is critical for delivering a great customer experience (CX). All too often, these terms are used interchangeably, but they are not synonymous— CS is not the same as CX. It is vital to understand the difference between CX and CS as you implement Voice of the Customer (VoC).

CEM 117

CEM Touchpoint Customer Service CX 117

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) has become an essential cornerstone of modern business strategy. Developing a world-class CX strategy is well worth the investment of your time! How do you design and manage a CX strategy? How do you design and manage a CX strategy? CX Management and High-Impact Customers.

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

ClearAction

SEPTEMBER 22, 2022

CX Annuities Solve CX ROI & Tenure Dilemmas Lynn Hunsaker. CX annuities is a phrase I coined to represent massive savings and impressive gains available through a different approach to management of customer, partner, and employee experience. is CX Annuities. This is another layer of growth in your CX annuity.

CX 62

CX Sports Non-Profits Touchpoint 62

PeopleMetrics

OCTOBER 3, 2019

Unless you’re working in a very small company, the full spectrum of VoC responsibilities are usually too much for one person. Often, people think they can create a world-class VoC program themselves using a low-end technology tool, but this can be risky ?— In most cases, you are going to need a VoC partner to help you.

VOC 60

VOC CEM Business Administration Machine Learning 60

Experience Investigators

JULY 12, 2022

What does building a Voice of The Customer (VoC) program from the ground up look like? Customer Listening Posts are specific tools, locations and mechanisms to gather customer feedback along specific touchpoints on the customer journey. 5 Questions to Ask When Setting Up Listening Posts to Improve your VoC Program.

VOC 52

VOC Close the Loop Social Media Voice of the Customer 52

CX Journey

APRIL 17, 2019

Image courtesy of Pixabay This is the second of a two-part series on common VoC program mistakes. OK, so let's dive in on the next installment of VoC program mistakes. If you're not sure about who needs to do what with the feedback, check out this post on 5 Fails to Avoid with Your CX Program. What are you going to do with it?

VOC 54

VOC Close the Loop Touchpoint Social Media 54

PeopleMetrics

OCTOBER 29, 2019

Let’s start with the obvious… if survey health is poor, nothing else you do with your VoC program will matter. A good transactional VoC survey can be completed in a short amount of time. In any event, transactional VoC surveys should be no more than three to five minutes under any circumstances. So what is a healthy survey?

VOC 61

VOC Double-Barreled Question CEM B2C 61

PeopleMetrics

JANUARY 24, 2022

As we enter our 22 nd year at PeopleMetrics, I thought it was time for an update on where we are, where we are going as a company and my perspective on the CX industry. But first, a quick perspective on the CX industry. These trends have created what I believe is the next frontier in CX – high-impact customer experience.

CX 90

CX B2B Artificial Intelligence Text Analytics 90

Lumoa

OCTOBER 31, 2021

Forsta offers scalable Voice of the Customer (VoC), Voice of the Employee (VoE), and survey options, from quick polls to advanced data collection, that fuel actionable insights in real-time. This includes any unstructured feedback from survey responses to online reviews and customer support conversations.

VOE 83

VOE VOC Unstructured Data Artificial Intelligence 83

Execs In The Know

MARCH 15, 2023

Fortunately, in partnership with ACT (Advanced Call Center Technologies), we have just released our CX Leaders Trends & Insights: 2022 Corporate Edition report which is aimed at empowering brands with the knowledge and insights needed to accomplish this. To surpass their expectations, you need to stay ahead of the game.

CX 52

CX Artificial Intelligence Touchpoint Customer Loyalty 52

PeopleMetrics

JANUARY 15, 2020

Some clients are looking to launch their very first customer experience (CX) program, and others are looking to evolve their existing program. No matter where you fall on that spectrum, here are 3 things to consider as you're thinking about your bank’s 2020 CX program: 1. Which customer touchpoints should be measured?

CX 54

CX Touchpoint NPS Contact Center 54

CX Accelerator

FEBRUARY 12, 2018

That’s why companies are implementing some type of voice of the customer (VoC) program. Why Is VoC Important? In 2017, VoC maturity is still an issue. According to the report, only 14% are successful with their VoC. Analyze your customer journey to re-evaluate where key touchpoints and moments of truth are.

Voice of the Customer 140

Voice of the Customer VOC Close the Loop Unstructured Data 140

Lumoa

JUNE 30, 2022

If you want people in your organisation to appreciate the value of customer experience, you need to learn how to sell customer experience (CX) to those who are not dealing with it day in and day out. And that’s why CX is an area of business that’s often underappreciated, undervalued, and overlooked. You can become a driver of change.

Customer Experience 110

Customer Experience VOC CX Voice of the Customer 110

Confirmit

NOVEMBER 15, 2020

But it has reminded us here at Confirmit how proud we are to work with some of the most innovative, leading CX teams around the globe as they embrace the change. One client, in particular, has put smiles on our faces… The MyCustomer CX Award judges have spoken. The annual award is a big deal in the CX world.

CX 52

CX VOC Text Analytics Voice of the Customer 52

Callminer

FEBRUARY 27, 2019

Voice of the Customer (VoC) is a type of market research which aims to better understand current and prospective customers. When your customers share their voice in real-time with your organization, they expect you to listen, act and report back to them on progress.” – What is Voice of the Customer (VoC)?,

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

CX Journey

APRIL 17, 2019

Image courtesy of Pixabay This is the second of a two-part series on common VoC program mistakes. OK, so let's dive in on the next installment of VoC program mistakes. If you're not sure about who needs to do what with the feedback, check out this post on 5 Fails to Avoid with Your CX Program. What are you going to do with it?

VOC 32

VOC Close the Loop Touchpoint Social Media 32

Confirmit

JULY 24, 2018

Understanding those customer journeys is an extremely important part of any Customer Experience (CX) strategy. With Customer Journey Mapping you’ll be able to: Engage the organization in CX (communicate, train, educate colleagues). Journey maps serve as a diagnostic tool. These are: Align It. Explore It. Connect & Monitor It.

Customer Journey Map 40

Customer Journey Map CX VOC Touchpoint 40

ClearAction

JUNE 29, 2023

Greater efficiency : CX insight-guided processes, policies, and behaviors; no need for shrinkflation or skimpflation, etc. Bolder expansions : CX insight-inspired roll-outs, business models, mergers. No industry has ever ranked in the good nor excellent category in a major CX index: will yours be the first?

CXM 62

CXM Non-Profits Invoicing Touchpoint 62

Experience Investigators

OCTOBER 27, 2020

Voice of the Customer (VoC) programs often start with a general plan on how to gather customer feedback. Customer listening posts are specific tools, locations and mechanisms to gather customer feedback along specific touchpoints on the customer journey. 5 Questions to Ask When Setting Up Listening Posts to Improve your VoC Program.

Voice of the Customer 130

Voice of the Customer Close the Loop VOC Social Media 130

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. Cromwell established a multi-touchpoint VoC program to better understand customer expectations.

VOC 52

VOC Close the Loop Touchpoint Voice of the Employee 52

Steven Van Belleghem

DECEMBER 6, 2021

Customers are smarter than ever and know what a good CX looks and feels like. Jeremiah Owyang, Tech Analyst @ Kaleido Insights: Brands are using NFTs to Drive Customer Engagement and Loyalty for their CX Strategy. There are two thoughts I have on CX in 2022 and beyond. The customer’s expectations continue to evolve.

CX 123

CX Customer Experience Non-Profits Social Media 123

PeopleMetrics

NOVEMBER 22, 2019

Simply put, communication is the next make-or-break element of a successful VoC program. A great VoC program communicator has the same mindset as a marketing professional. You have to think about marketing VoC to your organization the same way you would market a new product or service to your customers. Sean holds a Ph.D.

VOC 54

VOC CEM Business Administration Machine Learning 54

PeopleMetrics

JULY 10, 2018

In my business, and throughout this book, I recommend accomplishing customer centricity by using an organization-wide, customer listening program called Voice of the Customer (VoC). VoC gathers customer feedback during, or soon after, an experience. Customer Touchpoints. Much more to come on touchpoints later.

CEM 66

CEM VOC Touchpoint Social Media 66

CX Journey

FEBRUARY 17, 2015

So, based on the definition above, I probably don’t need to explain why it’s important to talk to stakeholders as you begin to build out your VOC strategy, but I know that many companies skip this very important step in the process. Stakeholders might be supporters, opponents, influencers, and/or beneficiaries of these VoC efforts.

VOC 62

VOC CX Government Customer Journey Map 62

Experience Investigators

APRIL 13, 2021

Customer experience leaders often talk with confidence about their Voice of the Customer (VoC) programs. Yet how often do we, as CX leaders, really just focus on listening to customers in authentic, low-tech ways? Customer interviews can be a key step in: Customer Journey Mapping. Don’t be shy!

Customer Journey Map 105

Customer Journey Map CX Start-ups Close the Loop 105

Confirmit

MAY 23, 2017

To the day where you capture insights from customers at every touchpoint. Where employees are engaged in the CX process. Colby, Principal Chief Methodologist and Founder, Rockbridge discussed a scientifically-validated approach to mapping the maturity of your VoC program. Which is nice. Voice of the Customer Webinars.

VOC 40

VOC CX Touchpoint Voice of the Customer 40

Lumoa

JANUARY 19, 2023

Identify the Company’s Goals Before you start looking for people or draft your CX strategy, your first step should be to clarify and understand the wider objectives of your organization. What’s more, it will help you build a link between your CX team goals and the broader company goals. What does the company want to achieve?

Net Promoter Score 94

Net Promoter Score Customer Experience NPS Start-ups 94

SurveySensum

SEPTEMBER 15, 2023

It allows you to create surveys for customer and product experiences, including NPS, CES , CSAT, VOC, and more, using its customizable templates in a few minutes. It’s unique because it offers various feedback collection methods like surveys, social reviews, and VoC data. 5) Let’s now dive into each tool.

B2B 52

B2B NPS Sentiment Analysis Text Analytics 52

Execs In The Know

DECEMBER 6, 2021

It’s literally a frontline touchpoint that impacts the bottom line of an organization. To learn more about this and other critical CX topics, register for Execs In The Know’s recent Customer Response Summit and watch the Medallia-led Shop Talk Connecting CX & EX to Deliver an Effective Hybrid Contact Center Workforce on-demand.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Execs In The Know

DECEMBER 6, 2021

It’s literally a frontline touchpoint that impacts the bottom line of an organization. To learn more about this and other critical CX topics, register for Execs In The Know’s recent Customer Response Summit and watch the Medallia-led Shop Talk Connecting CX & EX to Deliver an Effective Hybrid Contact Center Workforce on-demand.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Confirmit

SEPTEMBER 22, 2019

Whether you’re a dedicated Customer Experience practitioner or part of wider CX team, in these pages, you will find advice, top tips and inspiration from 32 winners in over 11 industries across the world. LexisNexis has embedded a global, multi-lingual VoC program. in just nine months.

VOC 40

VOC NPS Voice of the Employee Voice of the Customer 40

Lumoa

AUGUST 25, 2020

Customer experience (CX) describes the overall experience or feeling your organization creates across the entire customer journey with your brand. A great first step is understanding every touchpoint a customer has with your brand. If you need help getting started, check out Lumoa’s VoC software and get going today.

Customer Service 83

Customer Service Customer Experience Net Promoter Score VOC 83

SurveySensum

MARCH 15, 2024

It lets you send NPS, CES, CSAT, product, onboarding, and many VOC surveys to your customers. But SurveySensumis not just a simple market research tool, it is a full-fledged CX service that comes with expert CX consultation who will help you achieve your business goals and make your process a success.

Text Analytics 52

Text Analytics NPS Outlook CX 52

Confirmit

APRIL 29, 2019

I’ve said it before and I’ll say it again, not even a Bomb Cyclone (aka really bad blizzard), could stop our recent CX Summit in Denver. Sarah Simon, VoC Program Renovation. Try using unstructured data to capture feedback without having to ask for it at every touchpoint. Happy reading and thanks Stan!

CX 40

CX Unstructured Data VOC NPS 40

Confirmit

JULY 23, 2017

Last week, I had the pleasure of joining 50 CX professionals at our seminar “Next big thing in measurement and metrics: Harness the power of CX innovations” We were very lucky to have this event hosted by our client, Be The Match , in their state of the art offices in Minneapolis.

Innovation 40

Innovation CX Net Promoter Score NPS 40