2002 CRM Marketing Voice of Customer 
CX Journey
AUGUST 5, 2014
Image courtesy of henryfaber Is there anyone in your company who wants to use VoC/CX surveys as marketing tools rather than as customer listening tools? The article is based on research that was summarized in an HBR article in May 2002. financial services firm''s customers (those enrolled in their CRM program).
Qualtrics
FEBRUARY 20, 2019
After that, I ran several parts of the research organization, including the financial services, CRM, eBusiness, and customer experience groups. I expanded the CX focus beyond user experience to enterprise-wide topics, such as voice of customer programs. On launching the CXPA. “We
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