Articles
Tag: voc
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Why the Customer Isn't Always Right
As customer complaints and unreasonable requests are increasing, a consistent framework for handling them is essential for great customer experience.
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Why the Evolution of CX Is Impacting Your First-Party Data Strategy
CX leaders are stewards of the customer voice throughout the organization: from ensuring it's accurately captured to representing it in company strategy.
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It’s Time for VoC to Get a Little Brother: The Voice of the Product
By using the IoT to give products a "voice," businesses can expedite the customer experience optimization circle.
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Sprinklr Set to Join Customer Experience Management Billion Dollar Club in IPO
Sprinklr could be netting a market cap of $5 billion, joining the billion-club of customer experience management providers.
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6 Traits of Customer-Centric Pros
What makes someone a standout customer experience professional?
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Avoid Virtual Fatigue: How to Keep Online Customer Advisory Board Meetings Fresh
If your virtual meeting is little more than a series of canned PowerPoint presentations, attendees will get bored, drop off and will not attend future ones.
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CX Projects vs. CX Programs: Why CX Professionals Confuse the Two
Customer experience professionals often see CX programs as an end in and of themselves, rather than the sum of many well-designed projects.
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Why Most Companies Stink at Customer Feedback
The majority of companies are ineffective at working customer feedback into corporate decisions. Here's where they go wrong.
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Balance Customer Feedback and Innovation to Perfect Your Customer Experience
Businesses that balance customer feedback and analytics alongside their product roadmap understand who they are — and who they want to be — as a company.
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Digital Customer Experience Lessons From Getting My Car Serviced
How did my car dealership transform from virtually zero digital interactions to almost a fully DX? Easy. It listened to its customers and employees.
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Bringing the 'Customer' Back Into Customer Experience
Metrics such as lowest cost channel, call handle time and calls per hour still abound. While not inherently bad, they omit one critical thing: the customer.
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Understanding the 'Why' Behind Customer Churn
Though gathering and sharing data is of vital importance, brands can only actually reduce customer churn if they take action on what they learn.
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Not All User Feedback Is Equal: Here's How to Put It in Context
Not all feedback is equal, or indeed, useful. When analyzing feedback, you'll want to take a number of factors into account.
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Not All Customer Feedback Models Are High-Tech
Customer feedback feeds improved customer service, product refinements and the broader customer experience. How are you collecting feedback?
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