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Firing on All Cylinders: Frontline Performance with VOC Programs
Last week, I begrudgingly brought my SUV to the dealership for a routine inspection and oil change. I dread these service visits (and put...
Generative AI and Enterprise Intelligence: The Next Horizon for VOC
Artificial intelligence (AI) has been evolving rapidly, and one of its most promising applications is generative AI. This technology is...
5 VOC Design Themes to Advise Strategy
When designing and maturing a VOC program, there are a slew of best practices and approaches to consider that will help ensure you are...
Leveraging Voice of the Customer Data to Create Seamless CX
As consumers, we’re enveloped by new technology that creates a dizzying array of multiple new digital touchpoints that go far beyond...
4 Steps to Calculating the ROI on Customer Experience Intelligence
Harvard Business Review estimates it costs up to 25 times more to acquire a new customer than to keep an existing one. And NewVoiceMedia...
Choosing the right strategic partners – A VoC case study
Depending on your organisation’s data and automation roadmap, choosing the right technology partner is extremely important as it will...
VOC has been a turning point for CX
The last 5-6 years have been a turning point for CX in the Middle East region. Thus, VOC has been in the spotlight. The customer has been...
Maybe you are already “doing” CX
Surveys have been around for a long time. But if an organization simply surveys its Customers and calls it a day, it’s not really doing...
For CX, Where is not as important as What and Why
CX is good to have anywhere, but it’s even better to have it everywhere. If, in your division (whichever it is), you’ve seen the...
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