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Evolving Your VoC Program for Continued Success - AXA Case Study
Keep your Voice of the Customer (VoC) program fresh and effective with ongoing improvements and innovative tweaks.
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Nine key Learnings from AXA Health's Award-Winning VoC Program
Find out the key takeaways from AXA Health's award-winning VoC program: Empowering storytelling across departments, prioritising customer segments for maximum impact.
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Applying Lessons from CX Text Analytics to Generative AI
Not Doomed to Repeat: learning from the past of Customer Experience text analytics will ensure we obtain the most value from Large Language Models
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Putting in the Effort: Why treating customers fairly is key to business success
Measuring customer effort in isolation is not enough. Organisations need to measure the Customer: Company Effort Ratio (C:CER) which takes both perceived customer and company effort into account.
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The Key To Your CX Success
In this new Ipsos white paper, author Fiona Moss explores how organisations can determine the right CX KPIs to drive business performance.
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CX Voices 2020
A ‘state of the nation’ from CX professionals covering the effects of COVID-19 on the industry and perspectives for CX in 2021.
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2020: The year of the boiled frog
How retailers can adapt and respond to fluid customer behaviours and expectations post-COVID-19
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How to adapt your VoC programme during COVID-19
Continuing to engage with customers during COVID-19 is a strategic imperative. However, proceeding ‘as normal’ is neither empathetic nor likely to understand the full picture of changing customer experiences. Here we discuss how your brand must react to the functional and emotional needs of your customers.
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CX Council – Structuring the Unstructured
Following the CX Council on the 20 November at The Dorchester, you can now access the slides from the event.