Lumoa

FEBRUARY 6, 2018

Companies do marketing, sales and CRM – the customer does the experience! You have more Voice of Customer data at your fingertips than you could possibly imagine—and it comes in the form of recorded phone conversations between your frontline staff and your customers. Marketing, Customer service.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

PeopleMetrics

FEBRUARY 25, 2022

How is CX different from customer service? Understanding the difference between CX and customer service (CS) is vital for creating an effective CX strategy. CX refers to the sum of a customer's interactions with your company. An initial idea of what you want to learn and/or improve about your customer experience.

Customer Experience 71

Customer Experience Net Promoter Score Customer Journeys Touchpoint 71

Lumoa

OCTOBER 31, 2018

Organizations will want quantitative justification of their investment in great customer service. Organizations will continue to look for more effective ways of gaining real-time customer intelligence rather than rear-view-mirror methods like surveys. Companies do marketing, sales and CRM – the customer does the experience!

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Talkdesk

JULY 31, 2017

Companies are responding to customer service because they want a market share and they want to stay alive. Customer service is no longer a commodity, it’s a competitive differentiator. You talked about having customer voice in the C-suite. What are the KPIs that customers are focusing on today?

Innovation 42

Innovation Omni-Channel Average Handle Time Contact Center 42

Talkdesk

JULY 31, 2017

Companies are responding to customer service because they want a market share and they want to stay alive. Customer service is no longer a commodity, it’s a competitive differentiator. You talked about having customer voice in the C-suite. What are the KPIs that customers are focusing on today?

Innovation 40

Innovation Omni-Channel Average Handle Time Contact Center 40

Confirmit

MAY 29, 2018

With the right program in place, the Voice of the Customer can directly correlate to business success metrics so it’s well worth the time and effort to connect with customers using the right channel, at the right time. What Are the Characteristics of Best-in-Class Voice of the Customer Programs?

Customer Journeys 40

Customer Journeys Multi-Channel Net Promoter Score Competitive Advantage 40