Second to None

JANUARY 22, 2019

Too often, brands blame a lack of technology or resources for their organizational problems. The best brands, according to the TeleSign CEO, give the right message at the right time in the right way. Protect the customer while removing friction from the transaction. Texting fits the bill as an easy to use communication platform.

Telecommunications 48

Telecommunications Effort Score Voice of Customer B2C 48

CX Journey

JANUARY 22, 2016

It was published on their blog on August 20, 2015. When you're designing or redesigning your customer experience, it's critical to listen to - and understand - your customers, what they are trying to do, and how well it's going. Those voices come from customers, partners, employees, and customers through employees.

Innovation 80

Innovation Company Voice of Customer Meeting 80

Retently

AUGUST 9, 2018

If that’s making you feel concerned about your own retention levels, you should start collecting, analyzing, and acting on Voice of the Customer (VoC) data. Because it’s one of the best ways to increase customer satisfaction and trust in your brand. How Do You Define Voice of the Customer?

Feedback 111

Feedback CEM Net Promoter Score Social Media 111

SuiteCX

MARCH 31, 2015

Governance in Customer Journey Mapping March, 2015. Governance is focused on enhanced data, process innovation and new customer metrics. No common tools or process. Level of maturity.

Customer Journeys 100

Customer Journeys Government CEM Omni-Channel 100