Aniesha Jones, Senior Director of Customer Insights at Cumulus Coffee, discusses her unique transition from opera to customer experience (CX). She shares lessons on leveraging creativity, mastering data-driven decisions, and building impactful CX strategies across industries. Aniesha offers practical advice for anyone entering CX, emphasizing the importance of empathy, storytelling, and continuous learning.
This comprehensive guide explores the Net Promoter Score (NPS) and its limitations as a standalone customer satisfaction metric, introducing alternative methods such as CSAT, CES, and customer journey mapping.
Luana, Sr. Director of Customer Experience at Ergatta, shares insights on collecting, analyzing, and distributing customer feedback across departments to drive product improvements and enhance customer experience.
Discover the impact of the Voice of the Customer (VoC) strategy. Learn how leveraging customer feedback can boost satisfaction, loyalty, and market trends to drive success.
In the discussion on enhancing Voice of Customer (VoC) programs, Danie Feld, a CX expert, emphasizes the necessity of innovative feedback collection strategies and the importance of leadership support to elevate customer experience.
Hark secures a $3.5M seed round led by Oceans Ventures to transform Voice-of-Customer programs through AI-powered video and audio feedback, enhancing customer communication and support.
Discover 7 powerful methods to collect Voice of Customer (VoC) data effectively and enhance your business strategy in 2024. Learn their pros and cons for better decision-making.
In today's world, empowering your customers to provide instant feedback from their point of view, in their own words #CGC (Customer Generated Content), gives you mission critical insights without the often biased filter or regurgitation from your internal teams.
Explore how Hark revolutionizes customer support with AI-driven video and audio communication, overcoming omni-channel challenges for a seamless, efficient customer-agent experience, and empowering data-driven decision-making across businesses.
There are lots of things CX leaders can do to prep for the holiday season, but the mental health of their agents should be one of the most important priorities. Happier agents result in a better experience for the customers, and limits year end burnout.Â
Hark, a New York based startup, has raised more than $1.5M to launch a new, video-based customer experience channel aimed at helping companies deliver a best-in-class experience while decreasing costs.
