Articles
Tag: voc
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No Service Design, No Customer Experience
In this article, we will introduce what service design is and explain why without it, there cannot be a good customer experience.
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What's Your Ideal Voice of the Customer Approach?
Customer surveys are great, but are you asking the right questions at the right time?
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Voice of the Customer Paradigm Shift: Transactional to Sentiment
Customer experience professionals at American Express have shifted its Voice of the Customer model to one based on sentiment.
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Using Customer Journey Maps and Jobs to Be Done for a Better Customer Experience
Journey mapping is all about determining what matters to the customer, and not so much what you think matters for your customer.
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CX Decoded Podcast: Connecting Customer Experience With Employee Experience
In this episode of CX Decoded Katrina Taylor, a CX and UX design professional, shares her thoughts on connecting CX with employee experience.
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Lights, Camera, Action: The Final Step in Your Customer Survey Program
The best customer experience advice that I have to give is to commit to surveying your customers as you would converse with a colleague.
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Are You Asking the Right Customer Experience Questions?
When gathering customer feedback, asking misguided or poorly formulated questions can have serious negative repercussions.
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4 Ways to Drive Better Voice of the Customer Feedback
Companies are increasingly relying on VoC programs to deliver better service, improve marketing efforts, improve loyalty and provide faster customer resolution.
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Fielding Your Customer Survey: Remember the 4 P's
The prep work is done and you are ready for the moment of truth: fielding your customer survey! But before you hit "send," run through these final checkpoints.
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Microsoft Looks to Drive More Benefits From Dynamics 365 Voice
As companies look to derive more benefits from their Voice of the Customer programs, Microsoft plans numerous updates to Dynamics 365 Customer Voice.
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What Lies Ahead for Voice of the Customer Initiatives
Four ways company executives expect VoC to continue to evolve in the next couple of years.
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A Look at the Way Organizations Are Using Voice of the Customer
VoC programs are evolving from basic survey and customer feedback programs to more comprehensive programs that companies are using in a variety of ways.
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Evaluating the Successes and Failures of Your CX Efforts
CX leaders and practitioners share their thoughts on how they are evaluating the successes and failures of their CX efforts.
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CX Decoded Podcast: Award-Winning CX with Amy Shioji of Strategic Education
Amy Shioji, SVP of Strategic Education joins the CX Decoded crew to talk about how her approach to CX is helping today's students meet their goals.
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