Get Out of the Survey Rut and Start Winning at CX

Regular readers of my CX/VoC articles may recall that in 2011 I proposed that Chief Customer Officers needed a “Voice of Customer Command Center” to gain a complete picture of the health of their customer relationships. Since then, it’s clear that more and more attention is being paid to non-survey sources of feedback along with the “digital body language” of customers interacting with CRM, e-commerce, and other systems. More…

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