The Difference Between Customer Experience and Customer Feedback

While surveys have formed the backbone of CX efforts for decades, they only account for a small percentage of all customer feedback data available to businesses today. In the age of the omnichannel customer, businesses that over-rely on surveys to fuel modern CX programs are getting left behind.

Today, top brands are tapping into the millions of customer conversations happening every day across channels — phone, email, chat, social media, 3rd party review sites — to capture a representative Voice of the Customer.

Read the whitepaper to learn:

  • Why survey-based CX programs fall short
  • The best channels to tap into for rich VoC data
  • How to leverage cross-channel data to understand the voice of the customer

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