Execs In The Know

FEBRUARY 29, 2024

Example: A multinational corporation invested heavily in a social media management platform for its marketing team without considering the use cases and needs of its frontline customer care staff. Performance and morale declined as agents struggled to navigate between chat windows and messaging threads.

CX Transformation 99

CX Transformation CX VOE AI 99

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

Confirmit

DECEMBER 20, 2018

Whether by way of surveys, focus groups, social media or a combination thereof, customer feedback has long provided a rich vein of information to mine. How often VoE insights are collected, and how that data is used, and what the practices are of those with high-performing programs.

Voice of the Employee 40

Voice of the Employee VOE VOC Social Media 40

Doing CX Right

OCTOBER 20, 2020

Social media. Top performing companies combine Voice of Employee ( VoE ) and Voice of Customer ( VoC ) as part of their decision-making process. Ask employees for feedback as it serves as a valuable data source, but VoE must never replace VoC. . Additional useful data comes from: . Website contact forms?.

Gaming 69

Gaming VOE VOC Close the Loop 69

Confirmit

JUNE 6, 2018

It is tightly integrated with Confirmit Horizons, our comprehensive, multichannel Voice of the Customer (VoC), Voice of the Employee (VoE), and Market Research platform, so you can easily combine structured data from surveys with the depth of insight and unprecedented level of detail available only in open-ended feedback.

VOE 40

VOE Text Analytics Structured Data Voice of the Employee 40

CX Accelerator

JUNE 8, 2020

Pay attention to social media. And finally, ,, Chiedza astutely reminds us that we can learn a lot from customers by “going over their comments on our social media posts.” Many companies do a lot of talking on social media but not enough listening.

Social Media 345

Social Media VOC VOE Contact Center 345

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.

Unstructured Data 71

Unstructured Data Customer Experience VOE Data Mining 71