CX Accelerator

OCTOBER 3, 2019

The first days and weeks are so critical when it comes to employee engagement and helping the employees buy in to the mission of their new company. In the onboarding phase, I'm being more direct about how we honor our customers’ voice together to ensure a memorable, consistent experience.

Tips 182

Tips Culture Exercises Feedback 182

CloudCherry

JANUARY 21, 2020

The good news is that most companies recognize the value of VoC and have taken the first steps into collecting open-ended feedback from customers. As KPMG notes, “Any approach to listening to the customer voice is better than not listening to it.” The bad news? Operational Benefits. Level 3: State of The Art.

Effort Score 195

Effort Score Feedback Net Promoter Score Survey 195

Lumoa

APRIL 28, 2024

Despite efforts to collect and analyze feedback, employees frequently struggle to pinpoint what affects these metrics. Now, every employee can ask relevant questions and receive detailed, real-time answers directly from customer voices, no matter where the feedback is given.

Self Service 195

Self Service Customer Journeys Multi-Channel Feedback 195

Lumoa

OCTOBER 31, 2018

Much of the improvement has been driven by advancements in product innovation and digital technology. HOWEVER, I also argue that despite that, too many consumers continue to endure ‘random’ or ‘unexpected’ experiences as a result of the inconsistent delivery of the end-to-end customer journey. CX is a tough business.

Customer Experience 150

Customer Experience Customer Centricity Culture Consulting 150

Confirmit

JANUARY 15, 2020

In this video, business leaders in the Market Research, Customer Experience, and Employee Engagements worlds talk about their experience of working with Confirmit. They highlight Confirmit's deep expertise across Voice of the Customer and Market Research, and discuss how Confirmit helps them to reach their objectives.

Case Study 52

Case Study Insurance Customer Centricity Video 52

Confirmit

JULY 8, 2019

Company Pulse is gathering business intelligence for organizational change and increased employee performance - working smarter and cost reductions. Company Pulse Index™ gathers feedback to map employee work patterns behavior, including the use of time, time thieves, digitization and the way office space works.

Company 40

Company Analysis Innovation Employee Engagement 40

Confirmit

OCTOBER 25, 2017

It’s been over six months since we launched the much-anticipated Survey Designer , our slinky new interface for creating surveys for Market Research, Customer Experience and employee engagement programs. Voice of the Customer Voice of the Employee Market Research Product Innovation.

Survey 45

Survey Employee Engagement Innovation Customer Voice 45

ClearAction

AUGUST 29, 2015

Addressing one at a time can help you save one customer at a time from defecting to your competition. Why ROI Requires the Other 2 Action Types: (A) When one customer voices something, you can bet that they represent dozens or thousands in your customer base. (B) Retained customers may or may not offset the investment.

ROI 48

ROI Omni-Channel Customer Experience Employee Engagement 48

Second to None

APRIL 26, 2018

If leadership is not already measuring these interactions and employees are not performing up to expectations, then your brand may have already lost a host of potential brand ambassadors. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Brand Values 59

Brand Values Brands Leadership Voice of Customer 59

Second to None

MAY 3, 2018

Creating distinct process for the different channels in which customer interactions take place will help show to consumers that your team is dedicated to providing value along each step of the customer journey, as well as help to keep each employee engaged for every one of these interactions. 1] [link]. [2] 2] [link].

Interaction 59

Interaction Strategy Voice of Customer Brands 59

DCX

JULY 30, 2024

Product & Technology Product and technology teams play a vital role in shaping the customer experience through the solutions they create and maintain. This section focuses on embedding customer centricity into product development, user experience design, IT systems, and innovation processes.

Customer Centricity 52

Customer Centricity Customer Journeys Case Study Customer Satisfaction 52

Confirmit

MARCH 13, 2018

A safe bet in most cases is the Voice of the Customer category, but it’s wise to see if there is another one better suited to your business. If you’re doing something with new technologies, such as mobile or text analytics, consider our Innovation category. But you knew that! Can I enter multiple categories?

How To 40

How To Multi-Channel B2B NPS 40

Second to None

SEPTEMBER 18, 2018

This attention to detail requires consistently engaged employees and continuous measurement to ensure employees retain your desired level of service. One pillar of the brand experience that is especially influenced by employee engagement is customer support, especially within your organizational call-center.

Call Center 48

Call Center Net Promoter Score Effort Score Voice of Customer 48

C Space

NOVEMBER 4, 2019

The insights chief for one of America’s largest retailers told us: “The most important part of my job is keeping my insights team engaged, driven, and innovative, while building close relationships with my business partners and thinking of new and different ways to bring the voice of the customer into the building.”.

Net Promoter Score 45

Net Promoter Score Competitive Advantage Culture Retail 45

Confirmit

FEBRUARY 25, 2019

If you’re doing something with new technologies, or are using interesting new approaches, consider our Innovation category. Finally, of course, if you’re running a Voice of the Employee or Employee Engagement program, it’s the VoE category for you. It’s where the cool kids hang out.

How To 40

How To Multi-Channel B2B Contact Center 40

Qualtrics

FEBRUARY 17, 2020

Take a look at the trends shaping customer, product, employee, and brand experience in our mainstage keynotes from the Qualtrics teams. They’ll be taking to the mainstage in the afternoon to explore how the landscape is shifting in XM and show some of the innovations on the XM Platform that will change how you work in 2020.

Government 34

Government Leadership Employee Experience Automotive 34

DCX

AUGUST 25, 2024

Embed customer-centricity in company culture : Ensure leadership prioritizes customer voice as the company expands. Make "customer as North Star" a core value. The big picture: This platform aims to use employee insights to uncover obstacles and enhance organizational performance, with a focus on customer satisfaction.

Customer Centricity 52

Customer Centricity Customer Satisfaction Effort Score Culture 52

DCX

AUGUST 25, 2024

Embed customer-centricity in company culture : Ensure leadership prioritizes customer voice as the company expands. Make "customer as North Star" a core value. The big picture: This platform aims to use employee insights to uncover obstacles and enhance organizational performance, with a focus on customer satisfaction.

Customer Centricity 52

Customer Centricity Customer Satisfaction Effort Score Culture 52

Confirmit

MAY 29, 2018

With the right program in place, the Voice of the Customer can directly correlate to business success metrics so it’s well worth the time and effort to connect with customers using the right channel, at the right time. Encourage your key customers to participate in co-creation opportunities. Voice of the Employee.

Customer Journeys 40

Customer Journeys Multi-Channel Net Promoter Score Competitive Advantage 40