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

Execs In The Know

APRIL 23, 2021

Employee research, such as the Discrete Emotions Questionnaire (DEQ), quantifies your teams’ emotions and challenges, and will help you determine when the time is right to leverage your employees for CX innovation. Once these hurdles are eliminated, teammates are well-equipped to contribute to the CX improvement mission.

Innovation 93

Innovation CX VOC Outlook 93

ClearAction

APRIL 3, 2015

So, it stands to reason that Human Resources (HR) departments have great potential to influence customer experience (CX). Engaging HR professionals with their internal customers and with the company’s strategic intent of CX management is viewed as very important to CX success. Both CX and HR require high emotional intelligence.

Customer Experience 121

Customer Experience VOE Scorecard Government 121

CX Journey

JULY 9, 2015

Voice of the Employee (VoE) includes similar data types about the employee experience, employee engagement, and the workplace culture. 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.

VOE 74

VOE Unstructured Data Customer Experience VOC 74

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

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. Investing in customer experience (CX) means improving policies and procedures — and can help improve the employee experience. Watch the Webinar.

Net Promoter Score 20

Net Promoter Score CX VOE VOC 20

Confirmit

FEBRUARY 25, 2019

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. As you review your submission, focus on two things; have you demonstrated that you’re using CX to make smarter decisions?

VOE 40

VOE Voice of the Employee B2B Voice of the Customer 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. 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

Confirmit

MARCH 13, 2018

Finally, of course, if you’re running a Voice of the Employee or Employee Engagement program, it’s the VoE category for you. Similarly, any graphical representations of your results year-on-year, or slides that you’ve used to present your CX successes internally are a very welcome addition. But you knew that!

VOE 40

VOE Voice of the Employee Text Analytics NPS 40

Doing CX Right

SEPTEMBER 5, 2020

I speak a lot on podcasts about VOC and the art and science of getting feedback from customers to inform business decisions, and employees (VOE) too. The post Why COVID-19 Can Be The Catalyst For Enhancing Your VoC Program appeared first on Doing CX Right. This is the theme of my recent Customer Experience book.

VOC 52

VOC VOE Close the Loop Voice of the Customer 52

Execs In The Know

JULY 1, 2021

Even within the CX sector, competition is fierce, pay scales are rapidly rising, and companies are introducing all sort so new incentives and sign-on bonuses to attract the very best workers. If the pandemic showed the CX industry one thing, it was the importance of relationships, specifically the one between BPOs and their clients.

Contact Center 98

Contact Center Entertainment Hospitality Hospitality 98

CX Accelerator

JANUARY 25, 2019

Originally posted on ICMI.com November 5th, 2018 People love to talk about Employee Experience (EX), especially in the context of Customer Experience (CX). So how can we move beyond the hypothetical, and actually make the EX / CX connection? Sadly, it's often just talk. Does this make it any less important? Not at all. ."

CX 140

CX VOE Artificial Intelligence Voice of the Employee 140

CX Accelerator

JUNE 8, 2020

During the Customer Experience Question of the Day (#CXQOTD), a daily CX question we pose to the CX community, we asked, ,, “What are your favorite ways to listen to the voice of customer without surveys?” Finally, be sure to keep an eye out each day for the ,, #CXQOTD on Twitter or in the CX Accelerator community.

Social Media 345

Social Media VOC VOE Contact Center 345

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

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

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

CX Accelerator

JUNE 8, 2020

During the Customer Experience Question of the Day (#CXQOTD), a daily CX question we pose to the CX community, we asked, ,, “What are your favorite ways to listen to the voice of customer without surveys?” Finally, be sure to keep an eye out each day for the ,, #CXQOTD on Twitter or in the CX Accelerator community.

Social Media 182

Social Media VOC VOE Contact Center 182

CX Journey

SEPTEMBER 8, 2016

When you implement a formal program to listen to employees, the initiative is referred to as Voice of the Employee (VoE). We listen to them. We find out what's going well and what's not.

Customer Experience 49

Customer Experience VOE Voice of the Employee Social Media 49

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

SurveySensum

JULY 14, 2020

With almost 30 years in the customer experience domain, Annette Franz, CCXP is the Founder and CEO of CX Journey Inc. She is also the 2020 CXPA Board Chair and an Advisory Board Member for CX@UCI. A leader in customer experience, he has spent years in leading successful CX, Voice of the Customer (VoC), and marketing teams.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132