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When I wrote Listen or Die in 2017, we were witnessing a major shift in how businesses captured customer feedback. Voice of Customer (VoC) software had already disrupted traditional CSAT tracking, making it faster, cheaper, and more accessible. But even then, I couldn't have fully anticipated how AI would transform this landscape. Today, I want to revisit this evolution and explore how AI is reshaping VoC programsnot by replacing human connection, but by enabling deeper, more meaningful customer
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Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Government and non-profit organizations evaluating grant proposals face a significant challenge: sifting through hundreds of detailed submissions, each with unique merits, to identify the most promising initiatives. This arduous, time-consuming process is typically the first step in the grant management process, which is critical to driving meaningful social impact.
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Customer service strategies are different from one organization to the next, but in every successful organization, they serve as a bridge between the organization’s vision and mission and the decisions and actions that happen every day with customers. If you … Continue reading → The post Its Time to Build Your Customer Service Strategy appeared first on Brad Cleveland.
Speaker: Jennifer Hodroge, Omni-Channel Strategic Leader, Forrester CX Certified
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