For CX professionals to be responsive to ever-changing market
demands, they must transition from being responsible for customer
listening to being the strategic architect of customer experiences.
Having the right tools available will give you the best chance to
understand customer issues. The survey is no longer the only answer
to gain customer insight. Consider the following: Company Metrics...
There's nothing like hearing a customer thoughts and opinions in
their own words. I believe that's why we've seen an uptick in the
use of qualitative methods to gather customer insights. I
Does your company have a culture that demonstrates their commitment
to customers in their everyday actions? At Walker, we have a
framework for helping companies create customer-focused action. We
It’s commonly accepted by customer experience practitioners that
the sheer volume of surveys being sent these days is leading to
survey fatigue and declining response rates. To achieve high
When making a presentation, it helps to be a good storyteller.
Being a good storyteller gets people engaged and is a more
effective way to help people understand customer insights and take