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Part 2: VoC Engagement: The Multi-Channel Experience 7 Aug 2013 | 07:04 pm
Capturing feedback from your customers is a critical component of any Voice of the Customer program. Engaging customers via the optimal channel, and at just the right time, can drive both higher respo...
Part 1: VoC Philosophy; Building a Customer Centric Culture 24 Jul 2013 | 09:31 pm
Starting on the journey to customer experience excellence is a tough and challenging process, which is by no means guaranteed to end in success. It is important to know how to get on the right track, ...
Third Time Lucky 16 Jul 2013 | 01:55 pm
Like everyone, I was recently very excited about choosing a new smart phone. I chose a network operator of the many in the UK and went to the store to make my purchase, I was advised to order the new ...
VoC Forum 2013 in review 5 Jul 2013 | 06:36 pm
This month saw the fifth NICE Voice of the Customer Forum take place at the London Stock Exchange. Attended by leading professionals focused on improving the customer experience, the event offered a u...
The Cardinal Sin of CXP: Listening but not Acting 5 Jul 2013 | 06:36 pm
I recently had my own customer experience that I would be interested to get your viewpoint on. Without sharing too many details, I had a request for my credit card provider (who it is worth pointing o...
VoC Forum 2013 in review 20 Jun 2013 | 02:43 pm
This month saw the fifth NICE Voice of the Customer Forum take place at the London Stock Exchange. Attended by leading professionals focused on improving the customer experience, the event offered a u...
Customer Experience Maturity 28 May 2013 | 10:11 pm
I think we’d all agree that in today’s market, the majority of companies have now tuned in to the fact that measuring and managing their customer experience is crucial to their future success and sust...
Customer Experience Metrics of the Future 15 May 2013 | 09:45 pm
NPS or Net Promoter Score is a term I am sure everyone reading this blog will be aware of. Over the last couple of years there have been a number of attempts to replace this favoured metric to measure...
Interactions 2013: The Key Themes 3 May 2013 | 08:14 pm
Last week the annual NICE User Group (NUG) event, Interactions, took place in Orlando, Florida. Attended by over 1500 customers the event brought together professionals from all industries, all who we...
A New Retail Experience 17 Apr 2013 | 08:09 am
The ever present news that yet more well-known brands are struggling on the UK high street (Jessops, Blockbusters and HMV to name just three in recent examples) is sad to see, and it is a worrying tim...
