Verint

SEPTEMBER 21, 2017

Aberdeen discovered two missed opportunities for organizations who don’t integrate their voice of the customer programs with their back-office activities. Secondly, opportunities to identify and rectify back-office process bottlenecks are lost when customer feedback is not shared with the back-office processing functions.

Customer Centricity 37

Customer Centricity Insurance Groups Contact Center 37

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

Second to None

JANUARY 22, 2019

Its response was acquiring TeleSign in the spring 2017. This enables its customers to add features for their customers without having to build backend infrastructure and interfaces.

Telecommunications 48

Telecommunications Effort Score Voice of Customer B2C 48

Verint

AUGUST 1, 2017

Verint Summer School 2017. Verint experts will present 15 English and Dutch interactive webinars throughout August on effective ways to enhance interactions with customers. August 1-24; Webinar Series.

Customer Experience 25

Customer Experience ROI Analytics Employee Engagement 25

Verint

SEPTEMBER 7, 2017

Because the customer journey map is the linchpin of our CX program, we decided to view the conference as a mini-CX journey for attendees, and to map every step of it, from registration to breakout sessions to closing breakfast. How do we ensure the best possible experience for our customers? 2) Programming.

Conference 25

Conference Customer Journeys Employee Engagement Effort Score 25

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

COPC

NOVEMBER 13, 2019

Being certified to the COPC Customer Experience (CX) Standard, we are now more confident and able to proactively help customers solve their issues with a professional customer service system that improves both driver and customer satisfaction. Working closely with COPC Inc. Survey response rates improved by 27%.

Customer Satisfaction 8

Customer Satisfaction Voice of Customer Conference Consulting 8

ClearAction

OCTOBER 25, 2018

To step-up your customer-centric marketing performance, (1) co-create marketing with customers, (2) bridge silos of all kinds, and (3) dedicate budget and ownership wisely to customer experience excellence. The aim of marketing is to know and understand the customer so well the product or service fits him and sells itself.”

Customer Centricity 59

Customer Centricity Marketing Customer Journeys Study 59

Thematic

NOVEMBER 13, 2018

We have more data than ever before, but drawing insights from that data to actually understand your customers “voice” is extremely difficult. What is Voice of Customer (VOC)? Many organizations believe that by gathering feedback and executing surveys, they have a VOC program in place. But how do you do it well?

Voice of Customer 101

Voice of Customer Net Promoter Score Effort Score ROI 101