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Voice of the customer News

December 15, 2021 15 Dec'21
ServiceNow-Qualtrics partnership tackles total experience

ServiceNow CEO Bill McDermott bought Qualtrics when he ran SAP, which spun it off after he left. McDermott renews his pursuit of Qualtrics, this time with a partnership.
October 06, 2021 06 Oct'21
Qualtrics releases Experience ID customer profile platform

Qualtrics Experience ID isn't labeled as a customer data platform, but it's not far off from one, as it aggregates customer info into individual profiles.
September 02, 2021 02 Sep'21
FACE Act aims to improve government CX

The bipartisan bill that would codify the measurement of customer experience for federal agencies cleared the Senate Committee on Homeland Security and Government Affairs.
August 25, 2021 25 Aug'21
Qualtrics adds BrandXM experience management tool

Qualtrics adds Brand Impact Simulator, which BrandXM users can use to model how changes in a customer experience might entice new customers to make purchases.

Bring yourself up to speed with our introductory content

10 customer service best practices to follow

As customer service evolves into a multidimensional force, agent training and experience, performance analysis, virtual assistance, customer sentiment and net promoter scores rule. Continue Reading
What to ask in a voice of the customer questionnaire

An effective voice of the customer questionnaire guides an organization to understand its customers better and improve its products or services. Continue Reading
7 best practices for a voice of the customer program

A voice of the customer program can be tremendously fruitful for an organization -- if it is done well. Continue Reading

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

10 voice of the customer tools to consider

A voice of the customer tool is invaluable for creating an action plan to improve the customer experience. Continue Reading
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

Learn to apply best practices and optimize your operations.

The future of customer service: 12 trends to watch

Advanced technologies continue to shape customer service goals to streamline digital workflows, increase positive experiences, lower agent turnover and improve contact center ROI. Continue Reading
Why businesses need voice of the customer analytics

With multiple methodologies for gathering customer feedback, it is more important than ever to analyze and create action plans based on voice of the customer analytics. Continue Reading
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

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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