Thematic

OCTOBER 30, 2024

Tracking and examining customer conversations over multiple channels takes time and effort – which is why many top-tier brands and leading organizations are turning to AI-driven voice of customer (VoC) tools to extract insights from customer feedback at scale. What is voice of the customer?

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

Thematic

OCTOBER 8, 2024

Yet 68% of businesses reported their customers were “very satisfied” This just proves that many companies don’t really know their customers as well as they think they do. A solid Voice of Customer program helps you listen to your customers and take their opinions into account in your business decisions.

Analytics 62

Analytics Tools Feedback Handbook 62

Thematic

MARCH 18, 2025

The Voice of Customer , their thoughts, their needs, their wants—these are things you can’t afford to ignore. Besides, customers expect businesses to use their feedback effectively—and they can tell when a company isn’t keeping up. Why Should You Invest in One?

Customer Insights 62

Customer Insights Social Media Analysis Consulting 62

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. He also offers guidance on the “customer experience pyramid,” which helps brands define the experiences that matter more and identify more powerful and innovative experiences. Marsha Collier. Martha Brooke.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. He also offers guidance on the “customer experience pyramid,” which helps brands define the experiences that matter more and identify more powerful and innovative experiences. Marsha Collier. Martha Brooke.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

She is now Chief Customer Officer at ClearAction Continuum. She is also a recognized Training Provider for the CCXP Exam, Author of 6 benchmarking studies and 3 handbooks, Professor at UC Santa Cruz Silicon Valley Extension, and serves on the CXPA Board of Directors. She led CX company-wide for 11 years at Applied Materials.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Answer Dash

APRIL 16, 2019

In ClearAction’s five-year global study of business-to-business customer experience management practices, coordination among managers of various customer experience efforts was correlated with business growth. Imagine the impact this has on customers, especially when programs are managed separately for each solution the customer buys.

Customer Experience 76

Customer Experience Customer Journeys Financial Handbook 76