Horizon CX
DECEMBER 31, 2018
Surveys as a viable means of measuring the customer experience is in doubt as response rates for surveys has been and continues to decline. While email surveys are without question the most convenient method to collect VoC, there can be significant sample bias and non-response issues.
Netomi
JANUARY 5, 2022
His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.
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