Heart of the Customer

MARCH 28, 2018

The CXPA identifies six disciplines as core to an effective CX program: CX Strategy Customer-Centric Culture VOC Customer Insight & Understanding Experience Design Improvement &Innovation Metrics &Measurement ROI Organizational Adoption & Accountability This white paper, written in conjunction with Intouch Insights, […].

ROI 60

ROI Customer Centricity Culture Metrics 60

Eptica

FEBRUARY 6, 2019

That means going beyond traditional Voice of the Customer (VoC) surveys, which only provide part of the picture and can take too long to deliver valuable insights. However, they don’t always give you the qualitative insights that explain why - or the emotions they’re feeling.

Automotive 73

Automotive Social Media Contact Center Banking 73

Confirmit

MAY 29, 2018

Voice of the Customer refers to the way an organization collects customer feedback, analyzes the data, distributes it to the right people and takes action on these insights in order to generate financial benefits. Why Does Voice of the Customer Matter? Why Implement a Voice of the Customer Program? White Paper.

Customer Journeys 40

Customer Journeys Multi-Channel Net Promoter Score Competitive Advantage 40