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The importance of listening to customers during COVID-19

Published on: April 15, 2020
Author: Taoufik Massoussi - Product Manager & Head of AI

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.

Unlocking customer insight with technology

Published on: February 12, 2020
Author: Taoufik Massoussi - Product Manager & Head of AI

Understanding the Voice of the Customer (VoC) is crucial to improving the consumer experience, increasing loyalty and safeguarding revenues. But brand VoC programmes are held back by multiple factors – these are some of the key challenges involving technology, and how they can be overcome.

Why brand reputation starts with effective listening

Published on: December 04, 2019
Author: Steve Nattress

Thanks to the internet, consumers are now living in a world of almost infinite choice. Essentially this means brands need to earn (and retain) the trust of consumers if they want to keep them as customers. Here are 4 ways that listening can help drive greater trust and customer loyalty...

Why closing the loop is vital to Voice of the Customer success

Published on: August 07, 2019
Author: Taoufik Massoussi - Product Manager & Head of AI

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…

Empowering agility through AI-based Voice of the Customer programs

Published on: July 17, 2019
Author: Taoufik Massoussi - Product Manager & Head of AI

Every industry is facing greater competition and a need to react more quickly to customer needs, often in real-time. How can marketers become more agile, particularly when it comes to understanding and acting on customer insight more rapidly?

Delivering best practice in Voice of the Customer programs

Published on: July 03, 2019
Author: Taoufik Massoussi - Product Manager & Head of AI

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…

Why sharing customer intelligence is vital to CX success

Published on: May 22, 2019
Author: Taoufik Massoussi - Product Manager & Head of AI

In today’s ultra-competitive markets, delivering the experience that customers demand requires everyone in the organization to work together. However, this can be difficult for many brands as departmental silos hamper collaboration, meaning that information is not shared and issues remain unresolved. Here’s how to overcome these challenges…

Improving the experience with actionable customer intelligence

Published on: February 13, 2019
Author: Taoufik Massoussi - Product Manager & Head of AI

One of the biggest challenges for Voice of the Customer (VoC) programs is ensuring that they deliver tangible ROI for a business. How can they go beyond simply collecting feedback to drive real action? We explore how two major businesses are achieving VoC ROI.

3 ways to deliver real value from Voice of the Customer insight

Published on: November 06, 2018
Author: Olivier Njamfa - CEO & Co-Founder

Given the importance of understanding what consumers want, most brands focus heavily on listening to the Voice of the Customer (VoC). Research carried out for Eptica found that 78% of companies measure customer satisfaction, but that they struggle to get real value out of their programs. Here are 3 ways to deliver real value from Voice of the Customer insight....

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