CX Journey

JULY 10, 2014

You''ll need a way to crosstab, predict, identify key drivers, and prioritize improvements with survey data; mine and analyze your unstructured data; and track, review, and prioritize social media inputs and influencers. Challenges I might make this sound simple and simplistic.

Unstructured Data 71

Unstructured Data Customer Experience VOE Data Mining 71

Execs In The Know

DECEMBER 6, 2021

It’s literally a frontline touchpoint that impacts the bottom line of an organization. They prize greater self-service options, proactive issue resolution, personalized service, and are actively engaging with newer technologies like chat, video, and social media.

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. They prize greater self-service options, proactive issue resolution, personalized service, and are actively engaging with newer technologies like chat, video, and social media.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

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). onboarding), exit surveys, stay interviews , 360 feedback loops, social media (e.g., Chatter, Yammer, or other internal social tools), suggestion boxes, and more. We listen to them.

Customer Experience 49

Customer Experience VOE Voice of the Employee Social Media 49