conversational-surveys 
Alida
APRIL 7, 2016
Jon Reed, the co-founder of the website diginomica , is sick and tired of surveys. Every customer interaction, no matter how trivial, triggers a survey,” he grumbles in a recently published article. “If If my toothpaste company knew when I finished brushing, they would send me a freaking survey.”.
CX Journey
APRIL 15, 2016
Image courtesy of Singleton2302 Do you survey and listen to customers ad nauseum? Are you surveying every customer at every interaction or transaction they have with your company? Do different departments in your company survey the same customers? And in the customer conversation, that part is often missing.
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Velaro
APRIL 8, 2016
This information is obviously useful in the short term for increasing sales conversions, but it’s actually also very useful in the long-term. working with certain visitor personas, selling/supporting specific products, time management/multi-tasking, tailoring premade messages to each conversations, etc.).
Forrester
APRIL 19, 2016
Surveys are too long. Combatting these types of complaints is core to recent conversations with organizations who are establishing voice of the customer (VoC) programs. surveys. However, we've all experience an organization's attempt to execute this…usually poorly. Callbacks are interruptive.
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When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts?
Alida
APRIL 28, 2016
That’s why companies must enable two-way conversations with their staff and use the insight of their employees to improve the workplace. Increasing employee satisfaction and reducing churn requires looking beyond the annual employee engagement survey.
Tricia Morris
APRIL 15, 2016
There is a high price to pay for poor customer service, while conversely, there is money to be made from consistently delivering a satisfying customer service experience. The challenge on both sides is that customer expectations have never been higher. Want to know where your organization stands compared to others?
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While surveys have formed the backbone of CX efforts for decades, they only account for a small percentage of all customer feedback data available to businesses today. In the age of the omnichannel customer, businesses that over-rely on surveys to fuel modern CX programs are getting left behind.
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