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

CX trends are no substitute for customer listening

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Voice of the Customer

Customer listening is your best long-term strategy

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Voice of the Customer

The power of problem-solving for CX professionals

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Customer curious
Voice of the Customer

NPS is still the best CX metric we have!

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first place
Voice of the Customer

Why customer complaints aren't taken seriously

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Angry
Voice of the Customer

Help! My NPS is failing! What should I do?

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Help
Voice of the Customer

Inclusive CX must be more than a moment in the sun

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Inclusive cx
Net Promoter Score (NPS)

NPS benchmark & industry trends in 2022

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Voice of the Customer

S1 e3: Manuela Pifani, senior director of CX, Asda

Manuela Pifani
Voice of the Customer

Watch an emotional first CX Leader Session of 2022

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CX Leader Session 2022 InMoment
Customer experience management

Gain an edge in the automotive industry through CX

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Contact centre metrics

VoC within the contact centre

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Customer experience management

CX in financial services

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Resources

Whitepaper
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Designing a world-class CX approach

Whether you are just starting your company’s CX journey or you are well on your way, this white paper will help you develop a thorough understanding...

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Whitepaper
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Consumer behaviours & motivations

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Research
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Research: Profiling the skills/roles of CX bosses

CX leader research
Research
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Empathy in customer service - a consumer survey

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Research
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Improving empathy in customer service

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Research
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Research: The changing face of CX leadership

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Customer success

4 key CX stats you need to know for 2022

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Voice of the Customer

How to support vulnerable customers as costs rise

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Voice of the Customer

Which is best: Good data or great surveys?

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Voice of the Customer

Why measuring customer effort is not enough

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Customer effort
Voice of the Customer

How to dissuade customers from lying in surveys

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Lies
Voice of the Customer

CX programmes ignoring customer concerns - study

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Not listening
Voice of the Customer

How to surface customer expectations to steer CX

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Customer expectations

Brand news

View more brand news

The latest news and announcements from solution providers in the CX market

Product announcements, company updates, industry research and news from our directory of 100+ customer experience technology providers and consultancies.

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Forsta

Forsta launches Digital Diaries mobile app

forsta
InMoment

InMoment Acquires ReviewTrackers

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Forsta

Forsta Receives 2022 Product of the Year Award

forsta
Opinyin

Opinyin brings CSAT survey app to Freshworks

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Voice of the Customer

Has the pandemic destroyed customer loyalty?

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boom
Voice of the Customer

How the world's best CX leaders approach VoE

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How the world's best CX leaders run their Voice of the Employee programme
Customer reviews

Sentiment is a make-or-break predictor of success

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Voice of the Customer

Why insight teams must have say on CX survey plans

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Customer insights surveys
Social listening

What to do if an online troll targets your brand

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Customer experience management

What teenagers teach us about customers

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Report
Sponsored

How to drive change in the name of your customer

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Report
Sponsored

CX trends report

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Voice of the Customer

CX is growing - so why are customers unhappy?

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Angry customer
Toolkit
Sponsored

7 best practices from Gartner for customer service

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Voice of the Customer

Should you offer bonuses for NPS improvements?

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Fist money
Customer experience management

Customers are talking - but are brands listening?

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