Lesson #2: CX Measurement Is Hot, But It's Not What You Think It Is
PeopleMetrics
JULY 17, 2018
As noted previously, the term VoC is frequently used to describe the measurement of the customer experience; so is the term customer experience management (CEM). As I mentioned in Lesson 1 and will dive into deeply in Lesson 8, VoC is not market research. Market Research vs. VoC. Different Purpose, Different Audience.
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