Seven myths about driving results
One of the most challenging aspects of any customer program is taking action on results. Here are seven myths that can get businesses distracted from driving the most effective business results: It’s a fad.  Customer experience is...
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Tips for measuring ROI
One critical aspect your Voice of the Customer program is about proving the return on investment. Here are some tips with measuring ROI: 1. Make certain you get the financial information built into the contact file Good information to have: Sales...
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The right customer intelligence
Is your company using customer intelligence appropriately? If you are not sure, the following questions will help you: Do you have access to the best sources of customer intelligence? Do you use a wide variety of resources? Do you conduct analysis to...
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Customer Voices Inform VOC Roadmaps
If you’ve read my other blogs from EMC World this week ("To Boldly Go Where No CX Program Has Gone Before"  and "Customer Experience Analytics - The Next Generation"), you’ll have seen that EMC’s Total Customer Experience (TCE) team is using a...
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Customer Experience Analytics - The Next Generation
This week, Walker is out in Las Vegas with EMC, a leading cloud computing, big data and IT solution provider, who are hosting their biggest annual gathering of customers and partners - EMC World(if you happen to be attending EMC World, please stop by...
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