At this time of change due to the COVID-19 pandemic, the experience and service brands provide is vital. To achieve this, they need to transform how they listen to customers – and act effectively and quickly on their insight.
Customer experience (CX) is critical to business success, meaning measuring customer satisfaction levels is vital. While brands often use Net Promoter Score (NPS), it only goes so far – what are its limitations and how can you go beyond them?
Customer experience leaders can fall into the trap of being “busy,” but not necessarily productive when it comes to making real change at their organizations. Have you fallen into one of these 5 traps?
Brands know that getting a better understanding of their customers and their journey is key to creating a winning customer experience strategy. Read how Crédit Agricole Consumer Finance has transformed its Voice of the Customer programme and is gaining deeper insight with vecko by Eptica…
Gaining real value from your Voice of the Customer (VoC) program requires not just collecting insight, but ensuring that all relevant teams across the business have access to this intelligence, and can then act on it. This is not always easy with traditional VoC approaches. Here are 4 ways you can ensure you successfully close the loop…
Brands understand that listening to their customers is central to success, but many struggle to deliver value from their Voice of the Customer programs. Here are 7 best practice tips to help you succeed in VoC…
The last 25 years have seen the rise of contact centers, both within organizations and in the public mind. What is the state of the industry today at a time of rising customer expectations and the growth of artificial intelligence? Based on the latest Contact Babel research, here are 5 key priorities for CX and customer service today...
Want to improve how you listen to the Voice of the Customer? Start by reading these 3 key books on the subject...
Given its importance, most organizations measure customer satisfaction, normally through Voice of the Customer (VoC) surveys. However, often these only provide topline data, showing you what is happening, but not the why. How can brands change this using AI?
Understanding how your company is performing in terms of Customer Experience (CX) is a key part of benchmarking against competitors and identifying areas for improvement. But with over 100 commonly used metrics for measuring CX, how do you ensure you are covering all the bases when tracking CX performance?