The Experiences Blog

The New Digital Transformation Era Since the term “Digital Transformation” was coined over a decade ago, companies have focused efforts on enabling new customer experiences through different channels in order to increase efficiency, improve CX, and lower costs. But...

Meet SLA’s and improve performance with VOC-based FCR measurement and optimization. No matter what professional role we lead in life, we’ve all been a customer at one point in time. Reflecting on our customer experiences can be a valuable tool in the analysis and...

Here are five areas that are critical to a transformational Voice of the Customer (VOC) program that impacts retention, loyalty, and growth.

When a company only has so much, they want to be sure that investments are carefully chosen to provide the best result and the most coverage. This is particularly true for investments in customer experience. Most leaders understand that customer-centricity is the key...

Grow your business with a holistic VOC program for both digital and physical locations. Your customers want to do business with you in the most convenient way possible—be it on the web, on a smartphone, in app, or in a physical location.  And sometimes in multiple...

Voice of Customer: The bigger the picture, the bigger the impact. Your customers can tell you a lot. And they’re speaking through all kinds of touchpoints. That’s because today’s customer journey is more complex than ever. It has more channels, more ways to interact,...

Getting started with a holistic voice of the customer program. Today, more than ever, customer loyalty is up for grabs. One bad experience and your competition is just a click away. That one experience can happen anywhere, because today’s digital-first customer...

Eight best practices to help you go bigger with your VOC program. There’s no denying that surveys are an essential tool for customer feedback. But you may have noticed blind spots—areas in the customer journey where you can’t see what’s happening from the customer’s...