Beyond Philosophy

MAY 7, 2022

In this episode, we talk with Chief Marketing Officer of Verint, Celia Fleischaker about the third part of the Customer Science fusion formula, data, and how to ensure that you are using all of yours. Verint is an expert in the Voice of Customer and have been for over 25 years. Customer Experience Information & Resources.

Customer Insights 78

Customer Insights Voice of Customer Insurance Contact Center 78

Beyond Philosophy

OCTOBER 21, 2021

We know from industry research and personal experience that despite all the attention on it, Customer Experience is either stagnating or not getting the results CEO’s desire. Having managed over 3,500 people in contact centers in my previous career, I was sympathetic of organizations at the start of the pandemic.

Chief Customer Officer 78

Chief Customer Officer Contact Center Call Center Net Promoter Score 78

OpinionLab

DECEMBER 17, 2018

OpinionLab’s fundamental value proposition was to quickly diagnose and resolve CX issues on websites by combining Voice of Customer with operational data that made that VoC actionable. A couple years later, a new player emerged in the digital feedback space that sought to extract value from digital Voice of Customer a bit differently.

Competitive Advantage 95

Competitive Advantage Ecommerce Voice of Customer Social Media 95

SurveySparrow

JUNE 20, 2023

From customer satisfaction to employee engagement, revolutionize your decision-making and drive meaningful experiences. Suitable for – businesses with complex survey needs. Paid plan starts at $34/month Pros Cons Extensive form analytics Advance Conditional branching Form Translation Learning curve is steep for complex forms 8.

Omni-Channel 52

Omni-Channel Multi-Channel Survey Feedback 52

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. Voice of Customer Maturity Today 2. So, what does it mean? Outline: 1.

Voice of Customer 62

Voice of Customer B2B Leadership Effort Score 62

Thematic

JUNE 13, 2023

More businesses aim to capture Voice of Customer (VoC) data each year. But only 14% of marketers feel customer experience is their strongest company trait. You already know you need an amazing customer experience (CX) to keep retention high. Or they might discover that they need to improve their customer service.

Voice of Customer 62

Voice of Customer Tools Customer Experience Net Promoter Score 62

Team HGS

FEBRUARY 13, 2018

The webinar theme revolved around the art and science of improving how today’s customers interact with businesses. At the event, attendees gleaned compelling insights into issues like how companies leverage performance measures, reporting and analytics, and outsourcing strategy. And the contact center should be right in the center.

Net Promoter Score 40

Net Promoter Score Customer Service Chatbots Contact Center 40

Think Customers

DECEMBER 13, 2021

Qualitative research methods—such as customer interviews, focus groups, and even ride-a-longs—can help collect insights directly from the customer. It should embody your brand values and provide a shining example of what exceptional customer experiences should look like in your organization.

Customer Journeys 52

Customer Journeys Roadmap Metrics Strategy 52

CSM Magazine

AUGUST 22, 2019

These questions were established as key to the future of CS/CX by the Incite Customer Service Advisory Board, who have made a commitment to ensure this meeting is only covering cutting-edge strategies and solutions in the most informative, impact-driven way. The board includes: EVP, Global Customer Care, Mastercard.

Customer Service Strategies 40

Customer Service Strategies Meeting Strategy Customer Service 40

Beyond Philosophy

MAY 12, 2022

I came to this realization in a discussion I had recently with a voice of customer expert. The voice of the customer in the new world of Customer Science is going to become vital to your customer strategy. Fleischaker has a great example of a firm doing this well on the contact center side.

Customer Insights 78

Customer Insights Contact Center Voice of Customer Analysis 78

OpinionLab

AUGUST 17, 2017

Your site analytics will provide insight into how your site is performing pre-redesign versus post-redesign. Specifically, information such as web page, mobile device type, browser version and so on is critical given the complex digital, mobile ecosystem highlighted above. Another less obvious channel is your contact center.

Contact Center 74

Contact Center How To Feedback Consumers 74

Experience Matters

APRIL 7, 2015

The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), The result: happy, loyal customers. For more information, visit www.clarabridge.com. Clarabridge. Clarabridge.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Thematic

SEPTEMBER 22, 2021

Qualitative data is typically generated through: Interview transcripts Surveys with open-ended questions Contact center transcripts Texts and documents Audio and video recordings Observational notes Compared to quantitative data, which captures structured information, qualitative data is unstructured and has more depth.

Analysis 111

Analysis Data Feedback NPS 111

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

OpinionLab

AUGUST 29, 2017

You probably got it before you even started reading this blog and, if not, you’ll have got it by now: delivering seamless and superior omnichannel customer experience is becoming ever more important but is extremely challenging to perfect. However, none of this information is going to help you achieve this goal. Conclusion.

Omni-Channel 166

Omni-Channel Consumers How To Touchpoint 166

OpinionLab

MARCH 25, 2019

The movement from “improving touchpoints” to “improving journeys” is happening today in organizations which are aggressively moving themselves from siloed views of their customer to a connected view. Today, much of the customer experience is shifting to digital. 4) You need to invest in CX talent and technology.

Omni-Channel 74

Omni-Channel Customer Experience Contact Center Retail 74

OpinionLab

MARCH 25, 2019

The movement from “improving touchpoints” to “improving journeys” is happening today in organizations which are aggressively moving themselves from siloed views of their customer to a connected view. Today, much of the customer experience is shifting to digital. 4) You need to invest in CX talent and technology.

Omni-Channel 60

Omni-Channel Customer Experience Contact Center Retail 60

Thematic

NOVEMBER 13, 2018

In this blog, we’ll discuss how to u nderstand your Voice of Customer (VOC) insights and why this is important. What are your customers actually telling you and how do you analyze this information to get to meaningful insights? A new take on Voice of Customer: driven by insights.

Voice of Customer 101

Voice of Customer Net Promoter Score Effort Score ROI 101