It is the voice of the customer (VOC) that is the driving voice. Additionally, it is what should be important to the ...

MarketingProfs can show you how to provide a positive customer experience with our complete library of free CX resources. Discover what you need to know about social listening, lead nurturing, ...

Organizations looking to enable end-to-end customer experiences must move beyond basic integrations and take an integrated approach to CRM, CCaaS and WEMIn today's experience economy, organizations ...

But with transformation comes the risk of disrupting the very thing that keeps your business afloat—your customer experience (CX). In fact, according to a study published by the American Journal ...

The post-purchase journey greatly matters. For starters, returning customers, as outlined above, have up to a 60% propensity to make a purchase, as opposed to just 20% for newcomers. What’s more, data ...

A customer experience team might conduct a nuanced search across thousands of customer emails, tuning the prompt based on hyper-specific satisfaction signals. It is a new science, and non ...