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What Do We Mean by Voice of the Customer?

With the evolution of consumer marketing and customer research terms change their meaning. One term that continues to be bandied about to the point it is no longer clearly defines is Voice of the Customer (VoC). VoC is… Read More

Omni-channel CX is Incomplete Without IVR

Without the right IVR system in place to gain customer feedback, the customer journey is incomplete.

Is Voice Driven Data Capture Part of Your CX Strategy?

Customer experience (CX) research has been experiencing dramatic evolution in the last decade which has, in turn, changed CX strategy. In recent years customer satisfaction research has been turned upside down by the rapid evolution of the digital… Read More

Four keys to better measure call center CX

survey methodology and system design needs to align to the unique aspects of customer care call center management.

Why call center IVR surveys of customers is on the rise

Market pundits have predicted the decline of call centers as a critical component of consumer care.¬† In reality, call centers continue¬†to be the single most important component of consumer care in the digital age. Research shows 69 percent… Read More

Every Customer Touchpoint Is a Branding Opportunity, Even IVR Surveys

Major brands make a big investment in deploying CX and VoC IVR surveys that reach hundreds of millions of consumers every year. Have you ever stopped to consider the impact those IVR surveys can have on your brand?… Read More

Wanted: Better Qualitative CX Data

If you want to understand the customer experience (CX), you need both quantitative and qualitative CX data. Quantitative research is certainly valuable, especially leveraging rating systems like Net Promoter Score (NPS) where metrics can be tied to revenue… Read More