Articles
Tag: voice (page 17)
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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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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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Who Should Have a Say in Customer Journey Mapping Programs?
Multiple stakeholders should be involved in developing customer journey maps, but who that means is a matter for debate.
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5 Ways to Obtain Genuine Customer Feedback
Obtaining genuine feedback from customers is never easy, and seems to be getting harder to obtain. Here are five ways get more feedback and insight.
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Getting Started With Designing Effective Conversational AI
Designed well, conversational AI delivers seamless customer experiences. Designed poorly, conversational AI can result in frustrated customers.
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Voice Search Optimization Best Practices
Voice search is gaining momentum. In fact, a July 2020 report from Perficient, showed that 55% of those polled use voice search.
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CX Decoded Podcast: Elevating Your Voice of the Customer Program
Voice of the Customer (VoC) programs can make or break your customer experience programs. Can you gain actionable insights from your VoC?
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Is Your Website Designed With Customer Experience in Mind?
Explore the six factors that can facilitate an exceptional customer experience through a brand’s website.
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Lack of Social Interaction Tops Remote Work Challenges
A new survey explores COVID-19's impact on employees, gauging their feelings on remote work, collaboration and emerging tech trends. Here are the highlights.
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What Does the Qualtrics $14 Billion IPO Mean for the CX Market?
CMSWire's Dom Nicastro explores the $14B planned IPO for customer experience management provider Qualtrics and what it means for the CX market.
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Common Ways CX Practitioners Use Voice of the Customer Templates
We dig into some common Voice of the Customer templates and how CX practitioners approach collecting their customers' feedback.
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