Confirmit

DECEMBER 2, 2020

The Voice of the Customer has never been more important to businesses who need to understand their customers’ needs and experiences to succeed. And we believe, that means that choosing the right Voice of the Customer vendor is a significant decision. Voice of the Customer Analyst Insight.

Voice of the Customer 52

Voice of the Customer VOC Customer Loyalty Technology 52

Foresee

JULY 28, 2021

Verint has earned the Metrigy MetriStar Top Provider Award for Voice of the Customer (VoC) platforms—one of only two providers to earn the top spot in the VoC platforms research and ranking. The post Verint Honored with Metrigy MetriStar Top Provider Award for Voice of the Customer Platforms appeared first on Verint ForeSee.

Voice of the Customer 52

Voice of the Customer VOC Contact Center CX 52

SurveySensum

MARCH 3, 2022

11 best Voice of the Customer tools to listen to your customers effectively. Studies state that companies still find it difficult to stand out in the competition based on the customer experience they provide. As per Gartner Group, 89% of the companies still compete to stay on top in the minds of customers. .

Voice of the Customer 52

Voice of the Customer Sentiment Analysis VOC Close the Loop 52

Confirmit

JUNE 4, 2018

While the phrase “Voice of the Customer” may have been around for a long time, what we truly mean by the term has evolved dramatically. Companies’ relationships with their customers have become more complex, involving more channels and touchpoints than ever before, but customer expectations are at an all-time high.

Voice of the Customer 40

Voice of the Customer VOC Compliance Touchpoint 40

Customer Think

JULY 1, 2021

Now, with the advent of cloud and integrated business intelligence (BI) technologies, […]. However, many organizations still work in silos, using disconnected and outdated systems that make it impossible to connect and share data across departments.

Voice of the Customer 64

Voice of the Customer Technology Technology Contact Center 64

Confirmit

JUNE 4, 2018

You work hard to glean meaningful insights from the feedback you collect from your company’s Voice of the Customer (VoC) program. Confirmit helps businesses realize Voice of the Customer and Customer Experience ROI through a combination of technology and services that help you achieve your business goals.

Voice of the Customer 40

Voice of the Customer B2B VOC Touchpoint 40

Qualtrics

DECEMBER 2, 2021

The results of Gartner’s 2021 search for the best Voice of the Customer (VoC) platforms is in — and for the second consecutive year CustomerXM has been named a ‘leader’ in this year’s report. What makes Qualtrics a Leader in Voice of the Customer? Download the Gartner Magic Quadrant: Voice of the Customer Leader’s lead.

Voice of the Customer 26

Voice of the Customer VOC Innovation CX 26

Confirmit

MAY 16, 2019

In their recent Industry Outlook Report, Deloitte highlights the value that “Enabling Technologies” provide to support business improvements at every level. Specifically, they point out that companies leveraging “enabling technologies” can: Act faste r: quickly gather data, analyze it, and pivot as necessary.

Technology 40

Technology Technology Outlook Gaming 40

Confirmit

DECEMBER 12, 2018

One of our resident CX experts, Phil Durand, Director of Customer Experience Management was at the event to share his view on how we can use the growing complexity to drive better customer experiences. The first hurdle is in identifying the problem and this is where technology can help. Come and say hi!

CX Transformation 49

CX Transformation Technology Technology CX 49

Lumoa

APRIL 3, 2023

Anna-Maija explained that she collaborates with different partners to provide the best support and service depending on her customers’ needs. This is where Lumoa becomes an essential partner as it provides customers with a quick way to identify top topics driving customer experience up or down and create action plans.

B2B 83

B2B Customer Experience Voice of the Customer Government 83

Confirmit

SEPTEMBER 13, 2017

So many organizations are trying to transform themselves and many look to technology as some kind of silver bullet. Technology can help, but when change isn’t fully realized, and the world’s problems are not magically swept aside, where is the blame placed? On the technology? Voice of the Customer Webinars.

Technology 40

Technology Technology Gaming Voice of the Customer 40

Confirmit

OCTOBER 9, 2017

I recently had the pleasure of conducting a webinar alongside Bruce Temkin, CCXP Managing Partner & Customer Experience Transformist. In the webinar, we discussed the ways people and technology can and should work together to make the customer experience better. Voice of the Customer Best Practices.

Gaming 56

Gaming Technology Technology CX Transformation 56

Confirmit

MAY 10, 2018

With Confirmit Location Triggering, you can easily capture customer location data through geo-fencing and/or using the more precise Beacon technology. The data you collect can be analyzed alongside other rich sources of customer data and used to automatically initiate the appropriate next step.

Technology 40

Technology Technology Voice of the Employee Voice of the Customer 40

Lumoa

OCTOBER 31, 2021

The Lumoa platform has been integrated into Forsta’s world-class experience platform to provide advanced AI-driven analytics to customers seeking to quickly identify the trends and insights that matter the most.

VOE 83

VOE VOC Unstructured Data Artificial Intelligence 83

Totango

JULY 6, 2021

In this blog, we’ll cover what customer loyalty is, why measuring it is important and what KPIs you can use to track it. We’ll also discuss how leveraging customer success technology can help you automate customer loyalty tracking and management. What Is Customer Loyalty? Current customer referrals.

Customer Loyalty 111

Customer Loyalty Net Promoter Score NPS Voice of the Customer 111

Confirmit

JULY 15, 2019

Our end-to-end technology will enable you to run feedback and research programs that increase revenue, reduce costs, and drive company, brand, and product improvements. Better understanding of the market and their customers. Voice of the Customer Market Research Factsheets Best Practices. Richer Insights.

Technology 40

Technology Technology Text Analytics Actionable Insights 40

Confirmit

OCTOBER 9, 2017

I recently had the pleasure of conducting a webinar alongside Bruce Temkin, CCXP Managing Partner & Customer Experience Transformist. In the webinar, we discussed the ways people and technology can and should work together to make the customer experience better. Voice of the Customer Best Practices.

Gaming 40

Gaming Technology Technology CX Transformation 40

Uniphore

SEPTEMBER 22, 2021

Interaction analytics takes unstructured data from customer interactions across multiple channels and harnesses it to let you understand the true voice of the customer. Here are a few things you should be looking for: Domain-specific conversational AI technology. Customer sentiment and emotion recognition and analysis.

Unstructured Data 100

Unstructured Data Machine Learning Contact Center AI 100

DMG Consulting

APRIL 14, 2023

Interaction Analytics: Listening in on the Omnichannel Customer Journey View this article on the publisher’s website. Interaction analytics (IA) literally listens to (or reads) the voice of the customer and interprets what they are saying (or writing) and how they feel about a company, product, or service.

Omnichannel 48

Omnichannel Sentiment Analysis Net Promoter Score Contact Center 48

Totango

OCTOBER 7, 2021

Even when you collect customer feedback, it may be gathered through different channels, stored in different data silos, and never coordinated and analyzed in an organized and actionable way. Fortunately, today’s technology provides a number of ways to collect feedback easily and efficiently. Review Escalations Communication.

Customer Feedback 102

Customer Feedback Net Promoter Score NPS Voice of the Customer 102

Callminer

AUGUST 19, 2019

Sensitive personal data that is not captured or transcribed into text records cannot be stolen, leaked or somehow misused thus putting the company in the unenviable position of being outside of compliance or being forced to conduct damage control with an angry customer base. Key Benefits of Redaction Technology. Why Redact?

Compliance 140

Compliance Contact Center Legal Retail 140

SurveySensum

DECEMBER 28, 2020

But, they were struggling a lot in retaining those customers! The most common reason behind their failure was – they were not making any use of the voice of the customer data. . What is the Voice of the Customer? Are my customers loyal enough?’ ‘How So, let’s jump right into it! NK: Absolutely!

VOC 98

VOC B2C Social Media Voice of the Customer 98

Lumoa

DECEMBER 17, 2021

I’m confident that, together, we will accelerate Lumoa’s growth to fulfill our mission of empowering every individual in any organization to make the right decisions based on voice of the customer data” Johanna Sinkkonen, the member of the Board of Lumoa comments: ”My journey at Lumoa has been incredible.

Voice of the Customer 83

Voice of the Customer AI Retail Customer Feedback 83

Lumoa

JANUARY 31, 2023

Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing, and acting on customer feedback, you’ll be able to improve customer experience altogether. In This Article: Why do you need Customer Experience Management?

Customer Experience 176

Customer Experience NPS Touchpoint Close the Loop 176

Execs In The Know

MARCH 9, 2023

Leveraging Customer Data and Insights to Design, Build, and Run a Winning CX Program Many organizations have a lot of data but are constrained by limited access to it and the inability to turn it into intelligence with speed and at scale. Stay tuned for more coverage on all things CRS Austin!

Social Media 97

Social Media Contact Center Hospitality Hospitality 97

DMG Consulting

SEPTEMBER 29, 2022

In the past three years, AI has progressed from a concept with great potential to a practical set of technologies that are being used to reinvent the underpinnings of every contact center system and application. For example, how many voice-of-the-customer solutions do companies really need?

Artificial Intelligence 62

Artificial Intelligence CX Contact Center Text Analytics 62

Experience Investigators

JULY 20, 2021

Customer experience leaders often refer to “listening posts” in the customer journey. These are the individual ways customers are asked to provide specific feedback. Related: Improving Your Voice of the Customer Listening Posts? Closing the loop with customers in a consistent way.

CX 131

CX Close the Loop Social Media Voice of the Customer 131

Totango

OCTOBER 7, 2021

Even when you collect customer feedback, it may be gathered through different channels, stored in different data silos, and never coordinated and analyzed in an organized and actionable way. Fortunately, today’s technology provides a number of ways to collect feedback easily and efficiently. Review Escalations Communication.

Customer Feedback 71

Customer Feedback Net Promoter Score NPS Voice of the Customer 71

ClientSuccess

JULY 23, 2019

From : Natalie Williams ; Director, Customer Success. Company : SmashFly Technologies. What is one important lesson you learned in your early customer success days that has had a positive impact on your career? This allows us to have conversations on how can we make the customer experience better and more successful.

Technology 44

Technology Technology Engineering Start-ups 44

Intercom

JULY 13, 2023

How big is the AI revolution in the customer service space, really? Well, as someone who has operated in the technology sector for over 35 years, and mostly in some form of customer support role, I have literally never been more excited than I am right now about the potential to transform the customer service experience through technology.

AI 90

AI ML Sentiment Analysis Artificial Intelligence 90

DMG Consulting

NOVEMBER 30, 2023

Never mind the technology’s tremendous future potential, AI is enabling advancements now, and a great example is interaction analytics (IA), also known as speech and text analytics. One of the latest AI technologies is GPT-4, the fourth generation of OpenAI’s language prediction model.

AI 48

AI CX Contact Center Artificial Intelligence 48

Beyond Philosophy

MARCH 16, 2023

When you consider all the resources organizations and individuals have put into customer experience and the voice of the customer, I wonder… was it worth it? It’s counterintuitive that the ASCI customer satisfaction numbers aren’t through the roof and instead declining. Guess what? So, how can this be?

Customer Satisfaction 88

Customer Satisfaction Technology Technology Customer Experience Management 88

Heart of the Customer

DECEMBER 12, 2020

CX is all about driving customer-focused change in your organization, with initiatives that drive top or bottom-line value. And in today’s world, 10 out of 10 of those initiatives will involve technology in some way. Actually, given all the ways we’ve gone virtual due to COVID-19, make that 12 out of 10!) At Heart of […].

CX 151

CX Technology Technology Voice of the Customer 151

Lumoa

FEBRUARY 16, 2023

A voice of the customer (VoC) is the process of gathering customer feedback to discover what they need, want, and expect from you. The goal is to better understand your customers, earn their trust, and improve customer experience. Without customers, there is no business.

VOC 94

VOC Unstructured Data Customer Feedback Net Promoter Score 94

Callminer

SEPTEMBER 23, 2020

Just because the technology makes it possible doesn’t mean you should do it.” Meanwhile, technology — such as software that collects and stores useful data — will help warm up the process of cold prospecting.” This is the most efficient use of staff, but it’s not always a practical approach.

Contact Center 182

Contact Center Social Media Sales Data Mining 182

DMG Consulting

AUGUST 2, 2023

However, features, functionality, and underlying technology vary greatly from one IA solution to the next. Interaction analytics technology is very helpful in determining why consumers reach out to an organization (in voice and digital channels), which has been a primary contact center use case for years.

Contact Center 48

Contact Center Artificial Intelligence VOC Customer Relationship Management 48

Beyond Philosophy

JANUARY 19, 2022

While they have to this point largely been dominated by games and entertainment, these immersive technologies are poised to change how people interact with brands’ products and services in more everyday ways. Dobrev takes us through the ways Coca-Cola has been using these technologies in their customer strategy to great success.

Entertainment 78

Entertainment Social Media Management Consulting Touchpoint 78