Your customers expect cross-channel, unified experiences. In a recent survey from Forrester, on behalf of our partner Contact Solutions, 85% of respondents said that providing a unified customer engagement across channels and 94% said improving customers’ cross-channel experiences was a high or medium priority.*
So how can you meet this considerable challenge head on? Voice of the Customer (VoC) can be a key driver for success, providing your customers with an outlet to tell you what they’re thinking and feeling. However, what’s most important is the ability to analyze, size and prioritize this information before being actioned in an efficient, timely and effective manner.
This new ebook explains seven VoC strategies that help you do exactly that, resulting in effective cross-channel CX.