Voice of the customer news, help and research

Voice of the customer News

April 13, 2021 13 Apr'21
Qualtrics XM/OS ties together experience data for users

Qualtrics releases an 'operating system' to manage and analyze customer and employee feedback data, and AI tools expanded to cover sentiment data and industry-specific scenarios.
April 01, 2021 01 Apr'21
Qualtrics adds XM tools for marketing, service, B2B sales users

Post-SAP spinoff, Qualtrics moves quickly to give B2B sales users -- along with their marketing and customer service colleagues -- new features to sharpen post-pandemic business.
February 18, 2021 18 Feb'21
Qualtrics vaccine management gains steam among states

Qualtrics lands Missouri's state vaccine registration site as the voice-of-the-customer tech vendor claims 200 county governments and public health organizations among its users.
July 21, 2020 21 Jul'20
Microsoft releases voice of the customer platform

Microsoft takes on Qualtrics with Dynamics 365 Customer Voice, a customer experience feedback tool native to its platform for retailers and B2B users.

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How to create a great customer experience strategy in 6 steps

In today's business landscape, a powerful CX strategy is key to gaining customer loyalty and a competitive advantage. Here's how to deliver a great customer experience, plus a template. Continue Reading
How to gather and evaluate customer sentiment

Businesses can harvest customer sentiment from a variety of places, including social media, surveys, likes, comment cards, contact centers and word-of-mouth. Continue Reading
10 steps to create a voice of the customer program

One of the best initiatives a customer experience team can undertake is a voice of the customer program. Here are some guidelines for building one from scratch. Continue Reading

Weigh the pros and cons of technologies, products and projects you are considering.

Sentiment analysis: Why it's necessary and how it improves CX

Sentiment analysis tools are essential to detect and understand customer feelings. Companies that use these tools to understand how customers feel can use it to improve CX. Continue Reading
10 sentiment analysis tools to consider

Sentiment analysis is a vital component in customer relations and customer experience. Several versatile sentiment analysis software tools are available to fill this growing need. Continue Reading
What is customer experience management (CEM or CXM)?

Building brand loyalty among customers involves a customer-centric strategy and measuring feedback through voice of the customer data to improve customer experiences. Continue Reading

Learn to apply best practices and optimize your operations.

3 ways to attract customers to your online store

Competition among e-commerce companies is high, so marketers must get creative to attract customers. Here are some ways that marketers can generate interest. Continue Reading
Empathy in customer experience drives company success

Businesses that encourage employees to use empathy with customers can increase loyalty and satisfaction. Leadership must recognize the importance of empathy in the company. Continue Reading
How to create a customer satisfaction survey

Businesses need to have a plan in place before sending out customer satisfaction surveys. Acting on customer feedback is just as important as collecting it. Continue Reading

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8 CX challenges facing organizations and how to address them

There are many barriers to effective CX initiatives, but most revolve around communication on both the consumer and enterprise sides of the equation. Continue Reading
Going multichannel will improve customer experience -- but not without a plan

Companies today know they can't get by with just a call center. And they know adding a website alone won't help much. They know where it's at: to improve customer experience, they'll also need a social media presence, a mobile app -- and they'll ... Continue Reading