Free your mind: Voice of Customer


A guest blog post by Bill Bruno, CEO of Stratigent , a market leader in multi-channel analytics. When people hear the phrase “Voice of Customer” (VOC) they instantly think of surveys and comment cards deployed on their website. The problem is: if you think VOC as merely a provider of customer opinions, you are missing the real value of the technology. The true power of VOC is action. Customer Experience Management.

Customer mobile expectations drive CX scores downwards


The results published in our latest Customer Opinion Index (COI) Report say a lot about exactly what is going on in CX at the moment: namely the impact of mobile and how this is affecting customer expectations. However, closer examination of industry-level detail reveals that this figure is largely being propped up by continuing relatively high COIs in sectors such as financial services (755), insurance (497) and multi-channel retail (513).

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[Infographic] 4 Key Priorities for Customer-centric Retailers in 2019

Vision Critical

Yet, most companies are still failing to meet customer expectations and become more customer-centric. According to Accenture , this is because there is a growing disconnect between what customers need and what retailers are providing. Customers today want more than a transactional service; they expect a meaningful interaction with a brand. In order to survive, they need to ask themselves the fundamental question: “how can I serve my customers better?”

How to Translate a Journey Map into a CX Survey Strategy


Creating a customer journey map is the first step toward designing a superior Customer Experience (CX) that drives end-user growth. Once you’ve mapped out the customer journey, however, you may be wondering… what’s next? When (in the customer journey) should you ask for feedback?

Tech Trends in Customer Experience Management that Every CX Champion is Evaluating


Now more than ever companies must listen and respond to customer feedback. Positive customer experience not only wins you loyal customers but also brand advocates. On the other hand, a single bad experience can mean that customer loyalty takes a hit. . As a customer experience champion, you are at the forefront of the battle to make experience your company’s competitive edge. Voice of customer feedback programs are challenging.

The State of Voice of the Customer (VoC) for B2B Companies


Voice of the Customer (VoC) programs have been emerging across the board in the last few years. Bob Thompson of CustomerThink doesn’t believe so. . In CustomerThink’s recent study on Customer Experience Success , they found that only one in four CX initiatives are “Winning,” which they define as “being able to connect the dots from the good work being done to benefits that sponsoring executives care about.”. Channel unification is a priority.

B2B 150

2015 Temkin Group CX Vendor Excellence Award Winners

Experience Matters

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. Once again we had a great group of nominees, making the scoring difficult for the judges. In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. Nominees are rated based on their capabilities, results, and client feedback. This year’s crop of candidates was quite competitive.

Groups 202

Top 150 Global Customer Experience Thought Leaders and Influencers of 2020


The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. While many brands are struggling to deliver the relevant and delightful experiences to the customers, certain Customer Experience Leaders have broken the code and delivered what is considered to the best! Augie Ray – Customer Experience Expert, Blogger, Speaker, Consultant.

Top Priorities in Customer-Centric Contact Centers


Did you miss this Customer Experience Update Webinar from the end of November? Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. So, Talkdesk Enterprise Contact Center empowers companies to make their Customer Experience a competitive advantage. And so in the next slide, Nate Brown is the co-founder of CX Accelerator. There are many channels and customers often have strong preferences.