Firing on All Cylinders: Frontline Performance with VOC Programs
Last week, I begrudgingly brought my SUV to the dealership for a routine inspection and oil change. I dread these service visits (and put...
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Generative AI and Enterprise Intelligence: The Next Horizon for VOC
Artificial intelligence (AI) has been evolving rapidly, and one of its most promising applications is generative AI. This technology is...
5 VOC Design Themes to Advise Strategy
When designing and maturing a VOC program, there are a slew of best practices and approaches to consider that will help ensure you are...
Leveraging Voice of the Customer Data to Create Seamless CX
As consumers, we’re enveloped by new technology that creates a dizzying array of multiple new digital touchpoints that go far beyond...
Voice of the Customer: Creating a Connected Customer Experience
Born Digital, Episode 6 Recap The race toward digital transformation is on, with investments in these efforts expected to reach $3.4...
Five Reasons Why a New Approach to CCaaS Is Needed
In the ever-evolving landscape of customer service, delivering elevated customer experience (CX) is the holy grail for businesses seeking...
60% of companies to prioritise CX investments in 2024
Key insights from Customer Experience Live Show UK 2023. London, UK – 27 September, 2023 – In a bid to enable organisations across the...
Customer Feedback & VoC Should be at the Center of All Decision Making
Organisations that prioritise customer feedback as a key input to make their critical business decisions are the ones that will survive...
7 Mistakes To Avoid When Mapping Customer Journeys
According to the CX Live Intelligence Report 2023, a staggering 35% of the surveyed companies in the Middle East are re-evaluating their...
Fidelity International increases revenue by focusing on the Voice of the Client powered by Medallia
“Our VoC programme is central to Fidelity’s culture of customer obsession. It allows us to really understand client journeys and use that...
8 Live commerce trends changing the online shopping landscape
Live commerce is the ultimate crossroads of retail sales and social media, where brands can combine the personal shopping experience of...
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