Confirmit

APRIL 19, 2017

They’re a fabulous way to combine two of our favorite things; CX chat and food. We know that even after years of success, CX programs can reach a plateau. This time was no exception as he threw in a range of tidbits from musicals to illustrate his “5 Ways to Rejuvenate Your CX Program” chat. We do love food.

CX 40

CX VOC Voice of the Employee Voice of the Customer 40

Confirmit

MARCH 6, 2019

How are people around the company able to make better business decisions based on insights from your CX work? What decisions have been made as a result of your VoC or CX activities? Think beyond the CX team. No CX activities should exist in a vacuum so give us context. This isn’t just about your team.

VOC 40

VOC Voice of the Employee NPS Voice of the Customer 40

Confirmit

SEPTEMBER 22, 2019

The organizations featured in the 2019 ACE Awards book are leading the way in using the Voice of the Customer to drive continual change. Through their sophisticated VoC program the organization achieved a 24% increase in re-lead opportunities as a result of acting on non-purchaser feedback. in just nine months.

VOC 40

VOC NPS Voice of the Employee Voice of the Customer 40

Execs In The Know

MAY 18, 2021

The Importance of Research to the Modern CX Executive . But what type of research should customer experience (CX) leaders be looking for, and how should they incorporate this research into their improvement efforts? Re-Working Digital CX: A Reality Check with Top Brands. Host/Sponsor: Fancy Mills, COPC Inc.

Voice of the Employee 92

Voice of the Employee Voice of the Customer Sports CX 92

Confirmit

SEPTEMBER 27, 2017

Quest software created a VoC program that runs in eight languages in 57 countries. You'll also find success stories from AIG, Amadeus Hospitality, Lexis Nexis, and Ulta to help inspire you towards CX greatness. Voice of the Customer Voice of the Employee Market Research Case Studies.

Hospitality 40

Hospitality Hospitality VOC Voice of the Employee 40

Confirmit

SEPTEMBER 27, 2017

Quest software created a VoC program that runs in eight languages in 57 countries. You'll also find success stories from AIG, Amadeus Hospitality, Lexis Nexis, and Ulta to help inspire you towards CX greatness. Voice of the Customer Voice of the Employee Market Research Case Studies.

Hospitality 40

Hospitality Hospitality VOC 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

CX Journey

JULY 9, 2015

Voice of the Customer (VoC) 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 Partner (VoP) includes similar data formats from and about your partners, including suppliers, franchisees, and more.

VOE 74

VOE Unstructured Data Customer Experience VOC 74

Confirmit

FEBRUARY 20, 2018

In addition, we know that many of the most successful CX programs out there are harnessing the power of multi-channel. Bringing feedback from many points in the customer journey, and adding other “voices” from around the business – employees, partners and more.

Contact Center 40

Contact Center VOC B2B Voice of the Employee 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

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.

B2B 40

B2B Net Promoter Score VOC NPS 40

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. There are very few CX Practitioners out there who are lucky enough to have a CEO who states (as one did to me) “ROI? These things matter.

VOC 40

VOC Voice of the Customer Voice of the Employee NPS 40

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

Callminer

JULY 15, 2019

This is a great opportunity to listen, watch, and learn the latest CX analytics information out there! Although most companies desire to be a leader in CX, many do not take the necessary steps. Thursday’s theme of CX at WebinarStock will allow you to catch up on everything vital to great customer experience!

Artificial Intelligence 28

Artificial Intelligence Contact Center Machine Learning VOE 28

CX Journey

JUNE 22, 2017

Step 5: Listen to Your Customers While VoC stands for “voice of the customer,” I like to use it to refer to “voice of the constituents” because there are so many voices that companies should be listening to as part of their efforts to improve the customer experience: voice of the customer, voice of the employee, voice of the partner, voice of the market, (..)

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

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 Employee.

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. And much more if you follow best practices around implementing successful VoC programs. Track the success of their CX initiatives by paying close attention to the evolution of their NPS.

Net Promoter Score 40

Net Promoter Score NPS Close the Loop Customer Loyalty 40