Voice of the Customer

Voice of the Customer

Best practices and new developments in the collection, analysis and use of customer feedback.
Customer experience management

How to manage VoC naysays

Voice of the Customer

Surveys are tanking - you can blame your customers

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Surveys
Report
Sponsored

How have consumer habits changed retail?

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Report
Sponsored

How have consumer habits changed restaurants?

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Customer experience management

CX job vacancy of the week: FLEETCOR

Customer experience management

What does the future hold for CX?

Whitepaper
Sponsored

How to improve your survey response rates

Confirmit report
Voice of the Customer

Podcast: The secrets to great customer feedback

Voice of the Customer

Comparing VoC platforms for SMEs

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Listening image
Voice of the Customer

How Hitachi has engaged service staff during COVID

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customer experience action
Voice of the Customer

Harnessing digital feedback for better online CX

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Digital feedback
Artificial intelligence
Sponsored

Lessons from the 2020 malaise

Voice of the Customer

The CX trends set to characterise 2021

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Future of CX
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Trending

Strategy

Large firms see CX as marketing's responsibility

CMO Council research highlights that over half of business leaders believe their marketers own CX.

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Marketing
Management

How to convince leaders to ditch NPS in service

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3
bin
Engagement

Pride, performative allyship and women in CX

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1
Rainbow wash
Voice of the Customer

VIRTUAL ROUNDTABLE TOMORROW: Make CSAT insightful

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Freshworks
Voice of the Customer

Can sinking survey response rates be revived?

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6
Cover mouth failure customer service
Voice of the Customer

How to avoid the dangers of CX dissonance

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Dissonance
Voice of the Customer
Sponsored

How consumer behaviour change has affected retail

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Delivery
Customer metrics

Incorporating feedback into your business planning

Voice of the Customer

Podcast: How to restart your CX programme

Restart CX
Voice of the Customer

The science behind better customer reviews

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Science of reviews
Voice of the Customer

Forget NPS - focus on customer/employee criticism

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Resources

Ebook
Sponsored

Automation and AI that unites your people

The hot topic of automation and AI and how transformation can be tricky.

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Report
Sponsored

Customer service in the digital era

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Whitepaper
Sponsored

Improve customer experience in the contact centre

empirix cover
Toolkit
Sponsored

A new era of customer behaviours and opportunities

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Webinar
Sponsored

Lessons from Verizon's remote working CX success

empirix webinar image
Customer experience management

Q&A with James Scutt, CX director, Post Office

Voice of the Customer

Have your customer surveys gone stale?

by
Yawn
Voice of the Customer

The five rules of advanced journey mapping

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Footsteps journey mapping
Voice of the Customer

Why you need a closed-loop survey & how to do it

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closed loop survey
Whitepaper
Sponsored

How to better understand the complaint journey

front cover
Voice of the Customer

How deep listening keeps you ahead of change

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Listening image
Customer experience management

Winners revealed for CX World Games: Challenge 2

Voice of the Customer

How to collect customer feedback during COVID-19

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3
Cover mouth failure customer service
Customer emotion

Corona and the emotional side to listening

Voice of the Customer

How to ensure your CX programme doesn't stagnate

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2
CX programme snail
Voice of the Customer

How YBS is using customer journey mapping

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Fist money
Report
Sponsored

When business is human, insights drive innovation

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