What Is Customer Experience? (Video)

What is Customer Experience? We have written a number of articles around customer experience strategies, metrics and approaches but lets take a step back and ask ourselves what actually is Customer Experience? Why is it

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Connecting VoC with ROI: Making a business case for your Voice of the Customer Program

A question that is asked a lot in customer experience is ‘What’s the return on investment (ROI) for a Voice of the Customer (VoC) program? Anyone in the industry knows that collecting customer feedback and

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