Voice of the Customer

Voice of the Customer

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

Podcast: How to restart your CX programme

Voice of the Customer

8th Oct 2020

Restart CX

Forget NPS - focus on customer/employee criticism

Voice of the Customer

10th Sep 2020

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

Customer experience management

25th Aug 2020

Have your customer surveys gone stale?

Voice of the Customer

21st Aug 2020

Yawn

The five rules of advanced journey mapping

Voice of the Customer

17th Aug 2020

Footsteps journey mapping

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

Voice of the Customer

27th Aug 2020

closed loop survey

How deep listening keeps you ahead of change

Voice of the Customer

14th Jul 2020

Listening image

Winners revealed for CX World Games: Challenge 2

Customer experience management

1st Jun 2020

How to collect customer feedback during COVID-19

Voice of the Customer

26th May 2020

Cover mouth failure customer service

Corona and the emotional side to listening

Customer emotion

18th May 2020

How to ensure your CX programme doesn't stagnate

Voice of the Customer

12th May 2020

CX programme snail

How YBS is using customer journey mapping

Voice of the Customer

21st Apr 2020

Fist money

Trending

Infographic: How important is empathy in service?

A new survey of 500 consumers reveals how well organisations are understanding and responding to their customers' emotional needs...

Contact centres

13th Oct 2020

heart

Is complaint handling becoming inhumane?

Channels

15th Oct 2020

Robot fight

How to protect CX during cut backs

Loyalty

19th Oct 2020

Protect CX

5 risks you run by using behavioural science in CX

Engagement

12th Oct 2020

Dice customer experience risk

9 sample customer journey maps to learn from

Engagement

30th Jul 2018

Customer journey

6 steps to monitoring your customer service

Management

11th Feb 2013

six steps

Research shows CX leaders must be given more time

Voice of the Customer

2nd Apr 2020

Rise of the CX Leader

4 ways to give your customers a boardroom presence

Voice of the Customer

25th Feb 2020

Customer chair

Lessons in delivering luxury CX from Marriott

Voice of the Customer

4th Feb 2020

Luxury travel

How to include frontline staff in your CX strategy

Voice of the Customer

9th Jan 2020

Telephones agents

Offboarding practices to prevent bad PR

Voice of the Customer

10th Dec 2019

Customer experience news

How AI beats fake reviews

Customer reviews

3rd Dec 2019

Resources

How to better understand the complaint journey

Discover how better understanding the complaint journey enables you to grow your business.

Whitepaper

Sponsored

front cover

Human conversations drive loyalty

Ebook

Sponsored

front cover

Empathy in customer service - a consumer survey

Research

Sponsored

Cover

New

Happy customers, engaged agents, better outcomes

Ebook

Sponsored

front cover

New

Time to rethink CX

Report

Sponsored

front cover

New

How SmartestEnergy puts the spark into B2B CX

Voice of the Customer

29th Nov 2019

Energy

CX job vacancy of the week: Samsung Care

Customer experience management

9th Nov 2019

How to design a CX metrics system to prove ROI

Voice of the Customer

23rd Jul 2020

CX metrics system

What separates the UK’s NPS leaders & laggards?

Voice of the Customer

28th Oct 2019

Winner

How Tesco Mobile listens to customer feedback

Voice of the Customer

30th Sep 2019

Sponsored

Loudspeaker customer feedback

7 proven ways to improve NPS

Voice of the Customer

21st Oct 2019

NPS improvement

What you should (and shouldn't) use NPS for

Voice of the Customer

14th Oct 2019

Net Promoter Score

Getting to grips with journey maps: transcription

Voice of the Customer

16th Oct 2018

Journey map

What data is required to create a journey map?

Voice of the Customer

9th Oct 2019

Connecting the dots