When evaluating customer experience you need to Integrate and assess both operational data (O-data) and experiential data (X-data). While many organizations are rich in operational data, few have sufficiently acquired and utilized experiential data, yet this X-data is… Read More
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Posted: July 18, 2019 by Walter Good
“Your Call May Be Recorded…” But Who Listens?
How many times have you contacted a call center only to be greeted with an automated voice that says, “This call may be recorded for training purposes”? Recording inbound calls have become routine. However, does anyone really use… Read More
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Last Updated: July 18, 2019 by Walter Good
The Tic-Tac-Toe of Experiential and Operational Data
When evaluating customer experience you need to Integrate and assess both operational data (O-data) and experiential data (X-data). While many organizations are rich in operational data, few have sufficiently acquired and utilized experiential data, yet this X-data is… Read More
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Last Updated: October 5, 2018 by Walter Good
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
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Last Updated: April 19, 2019 by Walter Good
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
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Last Updated: April 19, 2019 by Walter Good
Voice Surveys Deliver Actionable For Brand Insight
Customer Experience (CX) management continues to be a top strategic initiative in board rooms around the world. In KPMG’s 2017 analysis of Customer Experience Excellence they found that out of 257 brands, the top 25 brands (based on… Read More
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Last Updated: June 18, 2018 by Walter Good
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
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