Alida

JULY 5, 2016

For instance, the Greenbook GRIT study , a biannual report on the industry’s biggest trends, found that mobile surveys and research communities are already mainstream. Text analytics enables researchers to use more open-ended questions in surveys, reducing the total number of questions that need to be asked. Agile research.

Marketing 180

Marketing Analytics e-support Social Media 180

Eptica

JULY 8, 2016

So, McKinsey’s recent US Customer Sentiment Survey should be required reading for anyone involved in customer experience. If companies want to have meaningful conversations with their customers , they need to be present on their channels of choice, offering a joined up service that focuses on what consumers want.

Consumers 50

Consumers Self Service Multi-Channel Financial 50

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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?

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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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