Beyond Philosophy

APRIL 17, 2015

Both members of this marriage have a voice. The Voice of the Customer (VOC) refers to the feedback you get regarding a Customer’s expectations and their experience with your organization. The Voice of the Employee (VOE) refers to how employees participate in the decisions at your organization.

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SurveySensum

MARCH 4, 2021

In the fifth episode ‘Chapter 5: Impact of CX on Business metrics’ of the Experience talk: Voice of Customer and Employee , Tanuj Diwan , Head of Product and Nandkishor Tripathi aka NK, Global Head of Customer Experience is joined by one of the most prominent CX thought leaders – Debbie Akwara. .

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CX VOE VOC Voice of the Customer 52

Confirmit

SEPTEMBER 25, 2017

Our celebrations of CX Day on October 3rd , continue today as we focus on another client with a fascinating story to well. While many industries, particularly financial services, insurance (such as Philadelphia Insurance who we featured last week ) and retail, are quite a long way down the CX road these days, many other markets lag behind.

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CX Voice of the Employee Transportation Education 51

Uniphore

JUNE 22, 2021

So, put down that annual voice of the employee survey and get ready for unreal insights gleaned straight from the rants of real call center agents. By leaning in and listening to the gripes your employees face, you can glean actionable insights that can make all the difference. #3

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Confirmit

JUNE 13, 2018

Many companies do so by linking CX performance to variable pay. Forrester has identified five myths about monetary CX incentives that explain why companies reach for them so often and why they are just as often frustrated — or even appalled — by unintended consequences. Unfortunately, that is a mistake.

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CX 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.

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Voice of the Employee Voice of the Customer Sports CX 92

Confirmit

SEPTEMBER 25, 2017

Our celebrations of CX Day on October 3rd , continue today as we focus on another client with a fascinating story to well. While many industries, particularly financial services, insurance (such as Philadelphia Insurance who we featured last week ) and retail, are quite a long way down the CX road these days, many other markets lag behind.

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CX Voice of the Employee Transportation Education 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.

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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.

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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!

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CX Voice of the Customer Voice of the Employee Technology 40

Confirmit

JULY 24, 2017

In this webinar, Confirmit's Holly DeMuro, Product Marketing Director and Tim Barker, Director of Customer Experience Consulting teamed up to demystify CX Analytics at every level. Voice of the Employee Webinars.

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Predictive Analytics CX Voice of the Employee Customer Experience 40

Confirmit

SEPTEMBER 11, 2017

Our countdown to CX Day 2017 continues. Last week, we shared a case study about one of our most successful clients, RS Components who are doing some seriously impressive things with a large, multi-lingual, multi-country CX program. Voice of the Customer Best Practices.

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Text Analytics CX Social Media Voice of the Employee 40

Confirmit

SEPTEMBER 11, 2017

Our countdown to CX Day 2017 continues. Last week, we shared a case study about one of our most successful clients, RS Components who are doing some seriously impressive things with a large, multi-lingual, multi-country CX program. Voice of the Customer Confirmit Blog.

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Text Analytics CX Social Media Voice of the Employee 40

PeopleMetrics

JANUARY 14, 2015

That belief guides our thinking and our product design: Our Voice of the Prospect platform helps clients identify strengths and weaknesses in their consultative sales process—before customers are customers. Our Voice of the Customer platform helps clients improve their customer experience—while they’re customers.

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Voice of the Employee Voice of the Customer CX Customer Feedback 117

Confirmit

MAY 27, 2019

I share them with you in hopes that you too will be inspired to empower your employees and discover the positive impact it will have on your customers and employees. Voice of the Customer Voice of the Employee Best Practices. The first example I heard while I was at the LoyaltyExpo™ conference this past week.

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CX Voice of the Employee Age of the Customer Voice of the Customer 40

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.

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Confirmit

OCTOBER 28, 2018

As a novice to the Voice of the Customer / Employee and Market Research worlds, I’ve been fortunate enough to be able to sit with some pretty knowledgeable people and pick their brains on everything from CX programs to text analytics. Voice of the Customer Voice of the Employee Market Research Company.

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CX Text Analytics Voice of the Employee Voice of the Customer 40

CX Journey

AUGUST 1, 2018

Image courtesy of Pixabay In this two-part series, I'll outline how to stand up a team of CX Champions to activate your customer experience transformation efforts. To simplify, I’ll call them CX Champions. What is a CX Champion? What other traits or qualities do CX Champions have? Who does the CX Champions team report to?

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CX Government Voice of the Employee Customer Experience 36

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).

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Confirmit

MARCH 12, 2019

From Confirmit’s perspective, we’re there to talk Customer Experience , insights, Voice of the Employee and anything to do with bringing together data to help businesses make better decisions. All of which are a huge issue for CX teams too – and in many companies, marketing is the home of CX.

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Confirmit

JANUARY 21, 2021

It’s time to rally the troops and win yourselves one of the most prestigious accolades in CX. Voice of the Customer Voice of the Employee Market Research Best Practices. The 2021 Confirmit ACE Awards open for submission next week. And I think we could all do with something to look forward to! Confirmit ?

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Voice of the Employee Voice of the Customer CX 52

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. Voice of the Customer Voice of the Employee Market Research Company Best Practices.

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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.

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

Confirmit

NOVEMBER 21, 2019

Companies are starting to own their employee experience (EX) like never before. Finally, organizations are realizing that creating a great EX is the best strategy for driving a great customer experience (CX) and improving organizational performance. Voice of the Employee Webinars. Register now !

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Confirmit

FEBRUARY 5, 2020

A lot has changed in the world of CX since the ACE Awards first launched in 2005. In this brand new category, the ACE Awards judges are looking for CX stars from around the world who deserve recognition for their skills and the impact they have on the organization. Voice of the Customer Voice of the Employee Company.

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Voice of the Employee Voice of the Customer CX Technology 52

Confirmit

FEBRUARY 19, 2020

Employee recognition. Winning an ACE Award is not only rewarding for the work your CX team does, but also people across the company who are responsible for implementing change and delivering an improved CX. The Professional of the Year category is a great opportunity to recognize your employee’s contribution.

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Social Media Voice of the Employee Voice of the Customer CX 52

Qualtrics

DECEMBER 17, 2019

The staff who meet and talk to your customers play a huge role in executing your CX strategy. Why is the voice of the employee valuable for CX? Why would you collect feedback from your employees about customers if you’re already getting feedback directly from those same customers? Book a Demo.

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CX Voice of the Employee Contact Center Actionable Insights 26

CX Accelerator

FEBRUARY 12, 2018

It’s also important to capture the employee’s voice as employees have very valuable data to share. The voice of the employee is such an underutilized tool to help drive customer experience improvement. Integrating these five items will ensure voice of the customer success!

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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.

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Confirmit

NOVEMBER 16, 2020

Owl Solutions implemented a dedicated CX program in 2018 to support its commitment to client service. Voice of the Customer Voice of the Employee Case Studies eBooks. A customer-centric paradigm shift across the business, with feedback informing the design and continuous improvement content and priorities.

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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.

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Confirmit

MARCH 23, 2020

We encourage dedicated Customer Experience practitioners or those who have taken on CX as part of a wider role to enter. Voice of the Customer Voice of the Employee Company. In case you missed it and are only just joining us, it's the 15th anniversary, and this year the awards have evolved to include 2 new categories.

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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. Voice of the Customer Voice of the Employee Market Research Best Practices. Finally, use numbers.

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VOE Voice of the Employee B2B Voice of the Customer 40

Confirmit

SEPTEMBER 27, 2017

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. Philadelphia Insurance reached a record NPS® score of 60.

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Hospitality Hospitality VOC Voice of the Employee 40

Confirmit

SEPTEMBER 27, 2017

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. Philadelphia Insurance reached a record NPS® score of 60.

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Hospitality Hospitality VOC 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. Improve employee engagement and retention. Want to Learn More About CX and the Patient Experience? Watch the Webinar.

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Net Promoter Score CX VOE VOC 20

Qualtrics

OCTOBER 24, 2019

If there’s one key factor in delivering high-quality CX, it’s your staff. Employees are the front line for customer experience, and can have a huge influence on both the day-to-day and the long-term success of your CX program. The CX benefit? Capture the voice of employees in your CX program.

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