InMoment XI

NOVEMBER 21, 2013

Customer experience (CX) pros are constantly asked, and ask themselves, “What’s the ROI?” Fortunately, there are a number of tried-and-true methods to model and measure ROI from overall improvements in customer experience.

ROI 200

ROI Voice of Customer Financial Measurement 200

Think Customers

OCTOBER 4, 2019

Benefits included lower customer service costs and call deflection of up to 20 percent as consumers use digital assistants to get their questions answered. But the report also found that fewer than half of the top 100 companies in automotive, consumer products and retail, and banking and insurance have deployed voice and chat capabilities.

ROI 53

ROI Automotive Study Insurance 53

Strativity

MARCH 20, 2017

Before that, he was an Analyst in Forrester’s Customer Experience practice, where his primary areas of expertise were customer journey mapping, CX technology, and voice of customer programs. He believes that an analytics-driven strategy is essential to developing insight-driven relationships.

Groups 40

Groups Customer Journeys Automotive Consulting 40

SurveySensum

SEPTEMBER 19, 2022

Imagine the positive influence a business can have on its bottom line if it can tune into the voice of the customer. What is the voice of the customer and how can you listen to it? What is the voice of the customer (VOC)? How does the voice of customer help businesses? Reduce customer churn.

Voice of Customer 52

Voice of Customer Social Media Feedback Analysis 52

ijgolding

NOVEMBER 13, 2018

Ultimately, establishing the Voice of Customer in your client base will help you leverage positive reviews and organic word-of-mouth, which will help you grow your business. Kimberly Holbrook is the Sales Director for the Automotive division at MaritzCX. DEPLOYING VOC IN A B2B ENVIRONMENT.

B2B 185

B2B B2C Automotive Retail 185

Qualtrics

NOVEMBER 12, 2020

Erica Todd is a Customer Insights and Research Manager at CommSec. Prior to her current role, she worked at market research agencies in Australia and the US, gaining experience on projects across a variety of industries, including automotive, FMCG, insurance, fashion, energy, childcare, and electronics. Hear the full interview.

Financial 26

Financial Feedback Customers Automotive 26