Voice of Customer (VoC) technology presents as a digital loop closer for many of the systems which interact with the customer and produce data for driving better customer experience (CX).
With the rise of CX as an aspiration and a concept, VoC solutions have followed in their wake as a practical way to obtain, analyze and measure customer feedback across multiple channels. Many of these solutions can be automated and integrated across other systems and solutions.
https://www.cdotrends.com/story/14239/pumping-volume-voice-customer/
Incentivising CX initiatives is a shortcut to damaged relationships with customers and employees, say Maxie Schmidt and Sam Stern. Here’s why.
https://www.marketingmag.com.au/hubs-c/opinion-forrester-cx-mk0818/
We are entering the era of relationships where the process of understanding what’s happening with customers, then delivering against those needs, is crucial to building brand connections that sustain businesses.
That’s the view of InMoment global CEO, Andrew Joiner, who took to the stage at CMO’s latest Melbourne breakfast event, ‘Creating Intelligent Customer Connections’, to share insights around CX technology innovation as well as what it takes to build a more modern CX approach.
Joiner highlighted Forrester research, which suggests nine out of 10 businesses are going to compete on the basis of customer experience in the next decade. In response, the analyst firm believes up to 50 per cent of spend from the CMO is going to be in CX technology in the next five years.
https://www.cmo.com.au/article/641594/inmoment-ceo-traditional-customer-feedback-approaches-flawed/
