Karine Del Moro
VP, Marketing Confirmit
30th Jan 2018
How Virgin Money's customer feedback strategy helped it top the British Bank Awards
In 2017, I discussed the importance of a solid financial business case for investment in customer experience (CX). As we start a new year...
Voice of the Customer
3rd Feb 2017
How to make the financial case for CX investment in 2017
Back in the heady days of 2010, and even as recently as 2015, CX programmes were ‘the next big thing’ and proving value was often a...
Voice of the Customer
11th Mar 2015
Immediacy and intimacy: 50 shades of customer engagement
A relationship truth: there is no ‘one size fits all’ way to engage customers. Just like every successful personal relationship, the...
Voice of the Customer
11th Feb 2015
Inspirational insight: Four techniques to bring the Voice of the Customer to life
Insight can be a tricky matter to get right. It requires a balance of individual and aggregated details, direct and indirect feedback,...
Voice of the Customer
19th Mar 2014
Voice of the Customer: How to handle unstructured data
Voice of the Customer programmes thrive on data. Increasingly advanced programmes gather customer feedback from both relationship and...
Voice of the Customer
29th Jan 2014
Is your business on the Voice of the Customer diet?
While many businesses are still getting to grips with setting up, establishing and fine-tuning their Voice of the Customer (VoC) programmes...
Voice of the Customer
10th Jan 2014
Voice of the Customer: Six steps to glorious failure
Setting up and running a Voice of the Customer programme can be challenging at any level. Getting it right and ensuring that you’re able to...
Voice of the Customer
28th Aug 2013
Voice of the Customer: The Dos and Don’ts of creating a consistent experience
Maintaining a consistent brand identity across multiple channels is a challenge that large – and even smaller – businesses face every day...
Voice of the Customer
8th May 2013
Do you really need a chief customer officer? Five questions to ask
Over the last few years, the profile of customer experience management (CEM) and Voice of the Customer (VoC) programmes has increased...
Engagement
14th Sep 2012
Voice of the Customer: The six stages of setting up a successful programme
Karine Del Moro outlines how to lay the foundations of a successful VoC programme. As Voice of the Customer programmes mature, expectations...
Voice of the Customer