Sarah-Nicole LeFlore
Sarah-Nicole LeFlore
Sarah-Nicole "Nikki" is a Customer Success Manager at CX Index, a Dublin-based Voice of the Customer (VOC) Vendor. She contributes her insights on the many benefits of prioritising customer experience to the CX Index blog. She is currently based in London but has lived in New York, Dublin and Paris. She has a B.A. from Wesleyan University in Middletown, CT and an MSc from Trinity College Dublin.
VOC Integration 101
A successful Voice of the Customer programme requires integration with other systems for a holistic view of customer experience. The feedback obtained solely from...
Contact Centre Surveys – What Data Should You Integrate?
Integrating data is a no brainer for any Voice of the Customer (VoC) programme, but you need to understand what data should be integrated...
CGC for B2B
When we think about Consumer-Generated Content (CGC), also known as User-Generated Content (UGC), we tend to think of examples that really work for B2C...
Empowering Employees to Do More is the Key to CX Excellence
Sometimes it’s useful to step back and look at anecdotal evidence of what companies do to differentiate at CX. The companies below put CX...
Top 10 Contact Centre KPIs
Between QA, feedback and insight that can be inferred from things such as call duration and other meta-data, there is a large amount of...
The Importance of Quality and Quantity in Online Reviews
Whether it's on a social media site, a review platform or a simple product page review, the quantity and quality of online reviews have...