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When CX Value Is Hard to Find: 3 Truths You Need to Hear if Your CX Program Isn’t Moving the Needle

InMoment XI

One effective strategy is to utilize a governance model that will keep your company in alignment and accountable. People often use the Voice of Customer (VoC) and customer experience as interchangeable terms when they technically do not operate the same way. Truth #3: True CX Transformation Requires Action.

Fashion 493
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Strategic Customer Experience Action on Voice of Customer

ClearAction

Strategic Customer Experience Action on Voice of Customer Lynn Hunsaker. Strategic customer experience results require a strategic approach in the way we collect data and in the way we take action on it. The steering wheel represents the CXM organization and governance. The wheels represent CXM processes and tools.

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Bringing Unsanctioned Surveys to Heel

InMoment XI

Voice of Customer (VOC) experts appreciate the power of a neat customer feedback strategy. But in many organizations, there is no central authority governing how, when and why customers are surveyed. The names we give them vary from company to company: rogue, unofficial, unsanctioned, ghost, one-off.

Survey 200
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Bringing Unsanctioned Surveys to Heel

InMoment XI

Voice of Customer (VOC) experts appreciate the power of a neat customer feedback strategy. But in many organizations, there is no central authority governing how, when and why customers are surveyed. The names we give them vary from company to company: rogue, unofficial, unsanctioned, ghost, one-off.

Survey 200
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Customer Experience Management: Optimizing Your Strategy for Financial Success

Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts

Transforming customer engagement, Voice of Customer (VoC) insights, and Journey Maps into tangible financial outcomes poses a significant challenge for most organizations. In the world of business, connecting the dots from experience to financial impact is an essential skill.

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Bringing Unsanctioned Surveys to Heel

InMoment XI

Voice of Customer (VOC) experts appreciate the power of a neat customer feedback strategy. But in many organizations, there is no central authority governing how, when and why customers are surveyed. The names we give them vary from company to company: rogue, unofficial, unsanctioned, ghost, one-off.

Survey 200
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Emerging Customer Experience Trends in 2023

Lumoa

Bain & Company accurately describes t he balance companies need to achieve with storing and using data: “Privacy concerns have become acute as companies, governments and other organizations collect more customer data. This is great news for teams that are looking to dig deeper into their Voice of Customer data.

Trends 208