Voice of Customer News

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1. What's in store for CX? Integrating insight for a 360-degree view of the customer

   A great customer experience is important in all industries, but in a world of ever-growing consumer expectations, it's critical for retailers. In fact, according to Forrester, "the key to successful retailing in 2018 is obsessing about customer experience." Many retailers are already "obsessed" with the customer experience, but the question is: are they acting upon this obsession?

   https://www.retailcustomerexperience.com/blogs/whats-in-store-for-cx-integrating-insight-for-a-360-degree-view-of-the-customer/

   Tags: voc, voice-of-the-customer, voice-of-customer, cx, customer-experience, voe, voice-of-the-employee, customer-behaviour, customer-service by tjeerdtraats (2018-01-11)

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2. Voice of the Customer Begins with Voice of the Employee

   Employee engagement is crucial for any organization striving to become more customer-centric. It is also just as crucial for organizations to adopt a strong voice of the customer programme. However, it is rare that the employee and the customer’s voices are aligned to create and build the perfect crescendo.

   https://hyken.com/internal-customers/voice-customer-begins-voice-employee/

   Tags: voc, voice-of-the-customer, voice-of-customer, voice-of-the-employee, cx, customer-experience, customer-feedback by tjeerdtraats (2018-01-05)

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