Archives for: Category: CX

Connect with Lenati at Adobe Summit 2018

Author: Kirk Johnson
3 / 15 / 2018

Lenati is looking forward to attending the Adobe Summit in Las Vegas from March 26th through March 29th. The Adobe Summit provides a fantastic opportunity to learn how brands are leveraging different pieces of the Experience Cloud to help enable their businesses, and gives us valuable insight into the future Experience Cloud product roadmap. “This […]

Three Things to Look for at Shop Talk 2018

Author: Martin Mehalchin
3 / 14 / 2018

In three short years, Shoptalk, which will draw 8,000 retail professionals to Las Vegas from March 18th to the 21st, has emerged as a giant, must attend retail conference that now rivals the National Retail Federation Big Show that kicks off the retail year every January. Here are some things I’ll be looking out for […]

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 […]