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 customer experience. The historical norm of siloed customer satisfaction survey projects reported on a monthly or quarterly […]
Major brands make a big investment in deploying CX and VoC IVR surveys that reach hundreds of millions of consumers every year. Have you ever stopped to consider the impact those IVR surveys can have on your brand? Sure, following up with customers and prospects shows you care about their opinion, but what does that […]
There is nothing like forced isolation to make people want to connect. The shelter-in-place orders being enforced across the country in response to the COVID-19 pandemic are testing all of us to stay indoors and practice social distancing, and many are just tired of sitting around the house. In response to forced isolation, more people […]
It’s amazing the number of IVR surveys that fail to capture true customer sentiment because they don’t include open-ended questions. The best way for call centers to improve their own performance and enhance customer loyalty is with unbiased feedback. The only way to get truly objective feedback is to encourage customers to respond in their […]
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