Webinar: The Survey Is Dead… A Survival Guide for CX (Delivered October 1, 2019)
Everyone is sick of surveys – and for good reason. It’s hard to buy so much as a cup of coffee without receiving a survey about it, and customers just don’t believe you’re really listening. Honestly, are your surveys really driving change in your organization? Exactly. CX teams need to look at the implications of this situation for their programs.
In this webinar, Claire Sporton, SVP CX Innovations at Confirmit tackles this problem head on. She covers ways to identify sources of insight that don’t involve sending yet more surveys to customers, helping to overcome dwindling response rates. She also looks at the importance of text analytics category models that will help you make sense of unstructured feedback, whatever the source.