InMoment XI

FEBRUARY 27, 2012

During last week’s webinar with Forrester analyst Kerry Bodine, we discussed the importance of what she calls the “customer cascade,” which goes like this: Companies need to develop deep customer insight in order to design and deliver great customer experiences and ultimately reap the financial rewards that follow.

Voice of Customer 150

Voice of Customer Financial Customer Insights Customers 150

InMoment XI

FEBRUARY 27, 2012

During last week’s webinar with Forrester analyst Kerry Bodine, we discussed the importance of what she calls the “customer cascade,” which goes like this: Companies need to develop deep customer insight in order to design and deliver great customer experiences and ultimately reap the financial rewards that follow.

Voice of Customer 150

Voice of Customer Financial Customer Insights Customers 150

Lumoa

FEBRUARY 7, 2023

This is where a Voice of the Customer approach can help by organizing and prioritizing customer insights into a usable format. In This Article: What is the Voice of the Customer (VoC)? Why you should care about the Voice of the Customer? How do you collect VoC data?

Analysis 396

Analysis Data How To Customer Centricity 396

Thematic

MARCH 18, 2025

." That’s exactly why customer insights platforms are essential. That way, you can easily understand what customers truly want. In this guide, you’ll get a peek into some of the best customer insights platforms and their features. What is a Customer Insights Platform?

Customer Insights 62

Customer Insights Social Media Analysis Consulting 62

eglobalis

JUNE 27, 2024

This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. These insights inform the service standards and product offerings that will most effectively meet customer expectations.

Strategy 453

Strategy Customer Experience Net Promoter Score Customer Centricity 453

CX Accelerator

JUNE 8, 2020

During the Customer Experience Question of the Day (#CXQOTD), a daily CX question we pose to the CX community, we asked, ,, “What are your favorite ways to listen to the voice of customer without surveys?” Check out this list of ten ideas, sure to spark some creativity for your voice of customer (VOC) program.

Survey 345

Survey Social Media Contact Center Call Recording 345

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

InMoment XI

DECEMBER 3, 2024

The Impact of AI AI is transforming the way businesses interact with customers. It enables real-time analysis of key metrics to uncover customer insights and predict behavior. As a result, it’s essential to harness the power of AI to improve customer service.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

ClearAction

DECEMBER 28, 2016

How to Drive Voice of Customer Insights Company-wide: 3 Steps Lynn Hunsaker. Who needs to hear customer feedback? Just your customer-facing staff? Why: satisfied customers make payroll possible — and everyone’s decisions, attitudes, and handoffs have a ripple effect on customer experience excellence.

Voice of Customer 59

Voice of Customer Customer Insights Company How To 59

Calabrio

MARCH 25, 2025

Are you able to understand what your customers are telling you? Can you use these customer insights to improve their experiences and deliver what they really want? If not, thats where the latest AI-driven Voice of the Customer software and tools can help. Table of Contents What is the Voice of the Customer (VoC)?

Software 130

Software Customer Journeys Tools Contact Center 130

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. Compelling Brand Values: Brand promises drive how the organization treats customers. Customer Connectedness: Customer insights are infused across the organization.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

eglobalis

MARCH 30, 2025

Meanwhile, customers now interact with brands constantly through digital channels, generating a wealth of real-time signals. The benefit of integration is also organizational: it breaks silos between departments handling customer data. When an insight is identified (e.g.,

Survey 320

Survey Banking NPS Effort Score 320

ECXO

JULY 29, 2024

This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. These insights inform the service standards and product offerings that will most effectively meet customer expectations.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

InMoment XI

OCTOBER 19, 2021

Over the last few weeks, there have been several announcements from large tech players in the world of VoC (voice of customer) and CX (customer experience). I thought I’d spend a moment explaining what these announcements mean for those of us who are VoC, CX and Customer Insights professionals.

Analytics 370

Analytics Data Customer Experience Social Media 370

Thematic

OCTOBER 7, 2024

By actively listening and strategically acting on customer insights, you can transform feedback into powerful business growth. Skip straight to the 8 steps to build a Voice of Customer strategy. What is a Voice of Customer Strategy? What are the key components of a Voice of Customer Strategy?

Voice of Customer 62

Voice of Customer Strategy Social Media Handbook 62

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

ClearAction

FEBRUARY 27, 2017

Why Only 15% of Voice of Customer Programs are “Very Successful” Lynn Hunsaker. Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report. What’s broken?

Voice of Customer 71

Voice of Customer Effort Score ROI Metrics 71

Thematic

SEPTEMBER 24, 2024

Each interaction with your brand leaves behind valuable insights. That’s where Voice of Customer (VoC) Analytics steps in. Analyzing your customer feedback gives you actionable, targeted insights that help you fine-tune strategies, enhance customer experiences, and fuel real growth.

Voice of Customer 62

Voice of Customer Analytics Tools Strategy 62

Thematic

SEPTEMBER 19, 2024

Businesses need to understand what their customers really think, and the best way to do this is a Voice of Customer (VoC) program. Most businesses begin by sending out surveys and collating customer feedback which they can distill into actionable insights using analytics tools. How Do Voice of Customer Tools Work?

Voice of Customer 62

Voice of Customer Tools Social Media Analysis 62

Thematic

FEBRUARY 24, 2025

That’s the power of customer experience insights—real-time feedback and data-driven analysis that help businesses understand what customers want, what frustrates them, and how to improve their journey. Companies that actively apply customer insights boost retention, loyalty, and competitive advantage.

Strategy 62

Strategy Customer Experience Social Media Handbook 62

Customer Bliss

JUNE 6, 2018

Before joining Hertz, Eric spent time conducting traditional market research work and realized he had a passion for customers and how we treat them. He also built an NPS program at Avis Budget Group when he was the VP of Customer Insights & Experience. Click To Tweet. About Eric Smuda.

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

Calabrio

MARCH 5, 2025

However, VoC is also a set of established approaches, tools, and strategies used to capture and analyze customer datain other words, for making use of what your customer have to say to foster brand loyalty and enhance overall customer experience (CX).

Contact Center 100

Contact Center Omni-Channel First Call Resolution Net Promoter Score 100

Totango

JUNE 1, 2021

The reality of the unique relationship you share with your customers is captured in the data your customer success software gathers, detailing usage rates, demographics, logged interactions, voice of customer data, and other key metrics. Understanding Customer Success Data.

Customer Insights 71

Customer Insights Software How To Touchpoint 71

InMoment XI

MAY 17, 2011

A sold out attendance Voice of Customer (VOC) professionals and Customer Intelligence experts gathered Monday at the Allegiance Engage Summit to share experiences and discover new ways to leverage customer insights to drive business growth. Read on for some highlights from today’s speakers.

Engagement 150

Engagement Voice of Customer Customer Insights Customer Experience 150

InMoment XI

MAY 17, 2011

A sold out attendance Voice of Customer (VOC) professionals and Customer Intelligence experts gathered Monday at the Allegiance Engage Summit to share experiences and discover new ways to leverage customer insights to drive business growth. Read on for some highlights from today’s speakers.

Engagement 150

Engagement Voice of Customer Customer Insights Customer Experience 150

InMoment XI

MAY 17, 2011

A sold out attendance Voice of Customer (VOC) professionals and Customer Intelligence experts gathered Monday at the Allegiance Engage Summit to share experiences and discover new ways to leverage customer insights to drive business growth. Read on for some highlights from today’s speakers.

Engagement 150

Engagement Voice of Customer Customer Insights Customer Experience 150

CX Journey

OCTOBER 14, 2014

In today''s post, I share the second Hangout, with content equally as insightful as the first. Panelists for this Hangout included Erich Dietz (VP of Business Development, InMoment), Tabitha Dunn (Group Director, Customer Insights, Citrix), and Lynn Hunsaker (Head of Customer Experience Optimization, ClearAction).

Metrics 177

Metrics Customer Experience Voice of Customer Measurement 177

Lumoa

SEPTEMBER 8, 2021

The best type of voice of customer (VOC) feedback is unfiltered, real-time, represented across the customer journey, and measured across all data points and channels. Re-Align the Function of Customer Insights Customer experience thought leader Shep Hyken says , “Customer service is not a department.

Customer Experience Management 195

Customer Experience Management CEM Customer Experience Management 195

Zonka Feedback

JUNE 22, 2023

Unlocking the secret to exceptional Customer Experiences lies in listening to the voice of your customers. Let's learn VoC Survey Questions to gain customer insights and elevate customer experience.

Voice of Customer 52

Voice of Customer Survey Examples Feedback 52

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. Compelling Brand Values: Brand promises drive how the organization treats customers. Customer Connectedness: Customer insights are infused across the organization. Do you love CEM as much as we do? How do I cancel?"

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

SurveySparrow

JULY 26, 2023

In that case, you must adopt the Voice of Customer (VOC) solution. Understanding the Voice of Customer (VOC) Voice of Customer (VOC) refers to the process of actively gathering and understanding customers’ opinions, preferences, needs, and expectations regarding a product, service, or brand.

Voice of Customer 52

Voice of Customer Social Media Customer Journeys Competitive Advantage 52

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. Click here to join the other 35,000 subscribers.

Customer Insights 78

Customer Insights Voice of Customer Insurance Contact Center 78

Totango

JUNE 25, 2019

The reality of the unique relationship you share with your customers is captured in the raw numbers your CS software gathers, detailing usage rates, demographics, logged interactions, voice of customer data, and other key metrics. It all starts with knowing how to gather customer insights and properly leverage that data. .

Customer Insights 69

Customer Insights Software How To Touchpoint 69

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. Engaging with Voice of Customer Data. So, What Should You DO about This?

Customer Insights 78

Customer Insights Contact Center Voice of Customer Analysis 78

SurveySparrow

JUNE 20, 2023

Voice of Customer programs are like a trusty GPS to navigate the tricky and ever-shifting landscape of customer preferences. For businesses seeking to enhance their customer experience, a Voice of the Customer program can provide the exact direction and understanding they need to make informed decisions.

Voice of Customer 52

Voice of Customer Customer Journeys Omni-Channel Strategy 52

GetFeedback

MAY 9, 2019

At this level, you’re also working on developing a customer experience strategy. Stage 4 —O perationalize: You begin to re-design your company’s operational processes based on customer insight and other customer experience metrics. Stage 5 — Align: Being customer-centric is the norm in your company at this stage.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

Lumoa

FEBRUARY 6, 2018

Is customer centricity already part of the company DNA and culture? Are there efficient processes in place for analyzing customer data or communicating customer insights? Is the ecosystem of customer engagement tools and technologies integrated and seamless, or are they siloed?

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304