Keep up with all the latest happenings in the Voice of the Customer, Voice of the Employee and Market Research industries, learn lessons from the experts, and identify the best ways to use Confirmit.
If you are like most companies, ensuring you meet and exceed customer expectations is a top priority. This begins with eliminating data silos and empowering employees with relevant insights that build long-lasting customer relationships. But gaining a 360-degree view of the customer experience can be a challenge.
Without a disciplined customer experience measurement program, companies struggle to understand what’s working and what’s broken. This report provides a performance management framework for key decision-making in a seven-step process that customer experience professionals must follow to optimize their efforts on the path to customer experience maturity.
Download Forrester Research, Inc.'s report titled "Seven Steps To Successful Customer Experience Measurement Programs" (February 2016), now at no cost.
Delivering a superior customer experience depends on employees across the organization playing their part, which only happens when they’re engaged with their work. This report explores some good news for CX professionals: Challenging employees to deliver better CX builds stronger engagement among employees.
Download Forrester Research, Inc.'s report titled "Customer Obsession Is An Employee Engagement Strategy, Too" (February 2016), now at no cost.
Best-in-Class organizations differentiate themselves from the competition by using customer feedback data to guide business activities, but in order for them to be effective, they need a feedback collection strategy that reaches across all critical touch points and examines what customers are saying even when we don’t ‘ask’ them
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