The Difference Between Customer Experience and Customer Feedback
While surveys have formed the backbone of CX efforts for decades, they only account for a small percentage of all customer feedback data available to businesses today. In the age of the omnichannel customer, businesses that over-rely on surveys to fuel modern CX programs are getting left behind.
Today, top brands are tapping into the millions of customer conversations happening every day across channels — phone, email, chat, social media, 3rd party review sites — to capture a representative Voice of the Customer.
Read the whitepaper to learn:
- Why survey-based CX programs fall short
- The best channels to tap into for rich VoC data
- How to leverage cross-channel data to understand the voice of the customer
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