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CXPA Rochester Network January Event : Using Emotion AI to Turn Customer Feedback Into Actionable Insights & Measurable ROI w/ Chris Johnston Date : Wednesday, January 29th (12:00PM - 1:00PM EST) Event Description : Discover how to unlock the hidden value in...
The beginning of the year is a great time to sit and reflect, and in my first attempt at a CXPA blog contribution, I'd like to call on all of us as a community to do so. One thing I've noticed lately is that there is a lot of content out there about the ins and outs of building a formal CX...
Co-authors: Shruti Chopra and Lora Zlatanova The Importance of CX Customer experience is the order of the day. Whether it’s Services, Marketing, Sales, or any other department, the unified goal is to provide customers with a seamless and exceptional experience....
VoC methodology is the starting point for buy-in and enthusiasm around customer insights. Do you want more executive support? . . . Less pressure to show financial gains? . . . Higher internal engagement in using customer insights for seamless journeys? In this Part 2 of 3 article series,...
Imagine you're on an exciting team at a bank, and your goal is to make sure that every time someone interacts with your bank, they walk away feeling positive. It's a bit like being a superhero for customer experience. But, there's a twist - it's not just about making customers happy; It's about...
Event Description: In this session, Leslie Pagel , Chief Evangelist at Authenticx, will discuss the most valuable, renewable source of customer insight and how data-backed storytelling leads to speed-to-action. Listening directly to unsolicited customer voices reveals both points of...
As an Insight Manager, navigating the sea of data requests can sometimes feel like venturing into an alternate universe where peculiarity reigns supreme. From the color preferences of customers shaping office decor decisions to breakfast choices influencing buying behavior, and even our furry...
I recently wrote an—unintended to be, but maybe could be construed as, snarky— article about not doing VoC anymore. The upshot was that, anything you put into your VoC program is wasted time, money, and effort if you’re not doing stuff with the insights you get out of it. You may say...
I’ve been toying with an idea recently: Tell my clients to simply stop doing VoC. Yes, I realize that sounds kind of controversial. But as opposed to my usual way of doing things, that’s not why I suggest this. In fact, I’m only (partly) sort of kidding anyway. But here’s my reasoning...
This article is an upcoming part of How to Focus on the Most Profitable Segment for Maximum Growth Potential: Step-by-Step Guide Imagine a sunny day at the beach, where a skilled surfers stand on the shore, gazing out at the vast ocean. With a determined look in their eyes,...
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