Confirmit

APRIL 19, 2017

They’re a fabulous way to combine two of our favorite things; CX chat and food. Earlier this week, we ventured to Washington DC to talk about how businesses can rejuvenate their customer experience programs. We know that even after years of success, CX programs can reach a plateau. Voice of the Customer Company.

CX 40

CX VOC Voice of the Employee Voice of the Customer 40

Confirmit

MARCH 6, 2019

My top trick is to think “ Richer, Smarter, Faster ” That means answering the following: How are you using the Voice of the Customer or Employee to create richer insights ? How are people around the company able to make better business decisions based on insights from your CX work? Think beyond the CX team.

VOC 40

VOC Voice of the Employee NPS Voice of the Customer 40

Confirmit

SEPTEMBER 22, 2019

And the Confirmit ACE Awards program celebrates those companies who accomplish outstanding achievement in Customer Experience. The organizations featured in the 2019 ACE Awards book are leading the way in using the Voice of the Customer to drive continual change. LexisNexis has embedded a global, multi-lingual VoC program.

VOC 40

VOC NPS Voice of the Employee Voice of the Customer 40

Confirmit

SEPTEMBER 27, 2017

The case studies featured in our 2017 ACE Award Winners' Showcase demonstrate how the Voice of the Customer has the power to drive an organization forward, delivering positive customer experiences, changing business culture, and generating significant Return on Investment.

Hospitality 40

Hospitality Hospitality VOC Voice of the Employee 40

Confirmit

SEPTEMBER 27, 2017

The case studies featured in our 2017 ACE Award Winners' Showcase demonstrate how the Voice of the Customer has the power to drive an organization forward, delivering positive customer experiences, changing business culture, and generating significant Return on Investment.

Hospitality 40

Hospitality Hospitality VOC Voice of the Employee 40

CX Journey

JULY 9, 2015

Think those are the only voices you should be listening to in order to improve the customer experience? There are many voices that are key to total understanding. Voice of the Partner (VoP) includes similar data formats from and about your partners, including suppliers, franchisees, and more. They're not the only ones.

VOE 74

VOE Unstructured Data Customer Experience VOC 74

Confirmit

FEBRUARY 20, 2018

As ever, our judges will be looking for examples of great Customer Experience programs that deliver real business results. In addition, we know that many of the most successful CX programs out there are harnessing the power of multi-channel. Voice of the Customer Voice of the Employee Market Research Company.

Contact Center 40

Contact Center VOC B2B Voice of the Employee 40

Execs In The Know

DECEMBER 6, 2021

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. To access all on-demand content, please register.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Execs In The Know

DECEMBER 6, 2021

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. To access all on-demand content, please register.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

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. who, as one of the world’s leading CX analysts, is always a welcome addition to an event. Voice of the Customer Company.

B2B 40

B2B Net Promoter Score VOC NPS 40

Confirmit

JUNE 7, 2017

While I work closely with many customers, there are always new stories I wasn’t aware of and it’s fascinating to see how, year-on-year, the bar is raised when it comes to what constitutes a great Voice of the Customer program. CX needs to accept this, deal with it and get cracking. These things matter.

VOC 40

VOC Voice of the Customer Voice of the Employee NPS 40

Qualtrics

SEPTEMBER 23, 2019

Many of the issues you face with patient experience may be solved with the same best-in-class customer experience (CX) principles used by the world’s most successful brands. Foundational voice-of-the-customer (VoC) programs focus on “crawling”, and once you start to “walk” that executive/leader engagement is critical.

Net Promoter Score 20

Net Promoter Score CX VOE VOC 20

Confirmit

DECEMBER 21, 2016

As interest grows in global CX, VoC and VoE programs, so does demand for digestible solutions with easily recognized value. Voice of the Customer Voice of the Employee Market Research Company. The services aspect of delivering technology solutions to clients was increasingly compelling to me.

VOE 53

VOE Text Analytics VOC Voice of the Employee 53

CX Journey

JUNE 22, 2017

While asking puts the onus on the customer to respond, listening puts the onus on the company to be wherever customers voice their opinions. customer immersion, customer advisory councils, voice of the customer through the employee (sales, customer service, etc.), CRM data, and more.

Customer Journey Map 58

Customer Journey Map Voice of the Customer VOC Social Media 58

CX Journey

JULY 10, 2014

There are many sources, but they are best classified as: Voice of the Customer (VOC), which also includes voice of partners, franchisees, and other constituents, is structured and unstructured data from solicited and unsolicited feedback; I''ll also add behavioral/purchase data here, as well as anything else we know about the customer Voice of the (..)

Unstructured Data 71

Unstructured Data Customer Experience VOE Data Mining 71

Callminer

JULY 15, 2019

This virtual conference will cover a ranging of topics, expert speakers, partners and customers about better customer and agent experiences through speech analytics. This is a great opportunity to listen, watch, and learn the latest CX analytics information out there! Why Your Contact Centers are a CX Goldmine.

Artificial Intelligence 28

Artificial Intelligence Contact Center Machine Learning VOE 28

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. Why Does Voice of the Customer Matter?

Voice of the Customer 40

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

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. The Net Promoter Score works by segmenting your customers into Promoters, Passives and Detractors, using a very specific NPS formula. Voice of the Customer Metrics Guide.

Net Promoter Score 40

Net Promoter Score NPS Close the Loop Customer Loyalty 40