The Case for VoC Strategy: Driving Outcomes

Author: Paige Burdick Blazei and Antje Helfrich, CCXP
11 / 16 / 2017

In parts 1 and 2 of this blog series, we discussed how to develop a VoC strategy and build the business case for adopting a technology platform. In this final post of the series, we outline key steps for making sure that your voice of the customer (VoC) program has the business impact your organization […]

The Case for VoC Strategy: Selecting a Platform

Author: Paige Burdick Blazei and Antje Helfrich, CCXP
11 / 15 / 2017

VoC programs add a customer-centric lens to product and service development and uncover new business opportunities. VoC technology solutions, commonly referred to as customer feedback management (CFM) platforms, offer a number of capabilities, most notably: Customer feedback collection and analysis Integration with other data sources Closed-loop action management Reporting and dashboards As we outlined in […]

The Case for VoC Strategy: Building a strong foundation

Author: Paige Burdick Blazei and Antje Helfrich, CCXP
11 / 14 / 2017

Most companies don’t have a robust voice of the customer (VoC) program. Only 42% use technology to support a VoC program, which means they either don’t have a program at all, or the program is ad-hoc and limited in its reach. When companies do adopt a technology platform (commonly referred to as a customer feedback […]

Lessons from the front lines: How Dun & Bradstreet’s CMO cultivated an account-based approach

Author: Jared Dodson
11 / 8 / 2017

Dun & Bradstreet CMO Rishi Dave has developed a unique perspective as both a practitioner of account-based marketing (ABM) strategies and a provider of ABM solutions. Dun & Bradstreet, a provider of business data solutions for account-based marketers and other professionals, helps organizations build stronger relationships with its customers through the power of better data. Since joining Dun […]

The Case for Emotion in CX

Author: Emily Hassell
8 / 17 / 2017

This is the first in our series on Emotion Design in CX. Read the 2nd, 3rd, and 4th in this series next. Designing for emotion is becoming an increasingly important element of customer experience. Whether conscious or not, customers make many of their decisions based on how they feel, by their emotions. In fact, over 50% […]

Core Principles of Emotion Design

Author: Emily Hassell
8 / 16 / 2017

This is the second in our series on Emotion Design in CX. Check out the 1st, 3rd,  and 4th next. Designing for Emotion is the process of driving emotional connection within your customer experience. The process involves understanding the emotions associated with your brand, prioritizing the emotions you want to encourage or eliminate, and designing for […]

Strategies for Emotion Design

Author: Emily Hassell
8 / 16 / 2017

This is the third in our series on Emotion Design in CX. Check out the 1st , 2nd and 4th blogs in the series. Emotion design strategy addresses the fundamental human motivation to avoid pain & seek pleasure. Here are two strategies, informed by the core principles of emotion, to design experiences that eliminate pain and drive […]

Methods for Capturing and Measuring Emotion

Author: Emily Hassell
8 / 14 / 2017

This is the last in our series on Emotion Design in CX, check out the 1st, 2nd, and 3rd in this series. To successfully design for emotion, firms need to capture and measure the emotions and motivators of their customers. There are various methods to gather this data directly from customers, or indirectly through research […]