Ebook: Why Successful CX is about Reclaiming the Human Touch
Strategies and key steps to creating a winning ‘Voice of the Customer’ (VoC) program in the global CX landscape.
As the digital revolution increases customer access to goods and services, companies can no longer rely on product or service quality and pricing to differentiate themselves from competitors. Increasingly, companies must focus on improving the customer experience (CX) to get ahead. Fortunately, new technologies provide unprecedented visibility into the buyer and customer journey, signaling to brands different customer behaviors, points of friction, and opportunities for improvement.
In this ebook, you will learn:
- How to Supercharging CX with the Voice of the Customer
- How Voice of the Customer (VoC) Fits into the Customer Journey
- The CX Technology and Capability Landscape
- Modern CX Challenges and Opportunities
- Six Steps to Rolling Out a Successful Voice of the Customer (VoC) Program
- The Future State of CX
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