ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. VoC dashboards and reports commonly emphasize customer-facing issues and apparent safe zones.

Voice of Customer 62

Voice of Customer B2B Leadership Effort Score 62

Comm100

NOVEMBER 13, 2022

With live chat, agents can know more about where their customers come from, what they need, and how to help. Overall, satisfaction among live chat interactions is exceptionally high, with an average live chat CSAT score of 4.3 More than just benefiting customers, live chat has major benefits for organizations as well.

Tools 189

Tools Customer Service Tips Omni-Channel 189

ClearAction

OCTOBER 1, 2018

Artificial intelligence, digitalization, emerging technologies, the sharing economy, and other trends won’t solve what’s shown in these studies: “Only 20% of companies scored 9-10 for seeing a Return on Investment, with a significant 14% of companies scoring 0-2. customers, channel partners, alliances).

Customer Experience 63

Customer Experience Effort Score ROI Study 63

SurveySensum

JULY 14, 2020

Aimee Lucas has over 20 years of experience in improving service delivery and transforming customer experiences through employee engagement and customer-centric process improvement initiatives. Principal Analyst, most of her work is focused on research, advisory, and training efforts on shaping the future of experience management (XM).

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132