Claire Sporton
3 Ways to Beat the CX Slump
In 2019, 62% of brands are delivering just an “ok” customer experience (CX) – certainly not what CX practitioners have been striving for! These staggering results beg the question: has CX stalled? Confirmit’s global survey of over 800 CX professionals revealed many teams are...
Identifying the Key Players for Your CX Dream Team
When it comes to building a successful CX team, companies need to get the balance right. Five people with exactly the same skills won't get the job done, they will just step on each other's toes. You'll likely want someone who is analytical, strategic,...
From Inspiration to Action: Transforming CX through Viral Change
To be successful in the age of the consumer, businesses must declare a commitment to customer-centricity. Organizations have done so in a variety of ways and often times it is by adding a line or two into their mission statement such as: “We put...
Follow the Path to VoC Maturity
Building a solid Voice of the Customer (VoC) program is a critical component in any company’s mission to deliver enhanced customer experiences, engage employees and drive continuous business change. However, a successful program requires careful nurturing throughout...
The What, Where and Why of VoC Insight
Voice of the Customer (VoC) programs generate huge amounts of information — unstructured and structured, quantitative and qualitative. Amidst this volume of "big data" lives business and customer insight, provided you know what you need, where to find it and most importantly, why it's...
Powering and Praising the People Behind Successful VoC Programs
Technology does not power Voice of the Customer (VoC) programs. Rather, these programs are powered by people who use technology to resolve business issues. This distinction is significant because even the best technologies cannot impact the bottom-line without real people developing and executing smart...
