Con sul tareConsultare means "Experts to consult" on Customer Digital Strategy, Operational efficiency, and Digital Workplace Transformation.Explore More
CRM DIGITALCRM Mastermind Design, Digital strategy, Implementation, and Professional Services
CUSTOMER EXPERIENCEWorld's first "CX and Digital" Fusion of technologies and transformation services
EMPLOYEE EXPERIENCEHR Technologies, Digital WorkPlace Programs, Talent Management, and EX Strategy
EVERYTHING EXPERIENCEThe Hyper Automation, DevOps, and Low-Code No-Code Technologies
KEY PARTNERSExperience Partnerships (PX) with leading brands offering software/platforms
About CRM DigitalDigital CRM Applications — Sales, Service, Marketing, and Commerce
CLOUD & IT INFRASTRUCTUREVirtuos invests in TEKCORP — Cloud Mastermind & IT Infrastructure Specialist.
VIRTUOS NEXORAMANexorama is our new model for innovating and diversifying into new areas.
ABOUT GIFTCART.COMWith huge strengths in technology, experience design, strong commitment and insight to make Giftcart.com a leading name in e-gifting globally, the team has put together some of the industry's first and unique propositions such as Personality based gifting, Gift Wizard, Gift Registry, Wish list, Event Butler, Advanced Search and more. Visit www.giftcart.com
ABOUT INDIC.COMIndic is a company that has digital experience platforms to serve a broad range of audiences with consistent, secure and personalized access to products, services, and experiences across many digital touchpoints.
Indic has a portfolio of brands in stealth mode. For more information visit www.indic.com
ABOUT SWEVEN DIGITALSweven is a brand new company with 1000+ Man years of CRM and Customer Experience Proficiency. Sweven branched out to craft a new story of Sweveners — The dreamers and doers operating in the US$1 Trillion Salesforce Economy. Sweven is headquartered in San Francisco with operations and delivery centers in India and fast expanding into other regions. For more information visit www.sweven.com
ABOUT TEKCORPTekcorp offers complete Cloud Transformation Journeys for the customers along with IT Infrastructure Services such as Networking, Storage, Security, and Trust Management across Industry verticals. Tekcorp also operates Technology Division in alliance with leading partners. For more information visit www.tekcorp.com
Com pa nyCompany with a team that has the explicit mission to change the world — big change, big objectives, a brand-new system never done before.Explore More
ABOUT VIRTUOSThe birth of an idea that stretches the Virtuosos and the customer
OUR BUSINESSThe anatomy of modern business at Virtuos — Consulting to Digital Business
CUSTOMER SUCCESSCustomer success stories, case studies, insights, and resources
CAREERSExplore an enriching and rewarding career in sales, marketing, engineering, etc.
NEWS AND EVENTSSign up for the latest news, press releases, Xonomy events, and webinars
A crucial stepping stone on the journey to Customer Experience Excellence. Create an emotional connection with your customers building digital business moments and tracking the voice of the customer. CustomerVoiceTM is part of Virtuos CXNowTM — the program designed to transform your customer’s experiences continuously.CX leaders identify Voice of the Customer (VoC) as their most preferred and outcome driven technology to invest in Customer Experience (CX) transformation.
Find out the format of data and who owns the technology to access data technically and politically. What are the best practices in the age of GDPR privacy environment?
Consolidate Voice of the Customer
Direct, Indirect and Inferred — Customer Voice sources. Collect feedback from clients (B2B) or customers (B2C) on sales, support execution, and Customer Satisfaction (C-SAT).
WHAT
1. Map the journey
HOW
2. Identify channels & timeline
3. Test & Iteration
NOW
4. Reporting
5. Goal Setting
6. Take Action
Develop Metrics and Measure Impact of VoC
Phase 1: Anecdotal
Performance
Key Stakeholder Satisfaction: Approval ratings from internal stakeholders.
Activity: Number of people using VoC data, number of reports and analyses, etc.
Value
Individual Instances: Dollar or customer impact of unique projects using VoC data.
Aggregate Impact: The overall performance of NPS, customer satisfaction, and other metrics.
ROI Correlation: Relationship of customer satisfaction scores to financial and business results.
Safety
Number of Issues Discovered: Many PR, security or other issues revealed.
Number of Customers Retained: Number and value of customers with issues resolved by closing the loop.
Develop Metrics and Measure Impact of VoC
Phase 2: Analytical
1-4
Steps
5-8
Steps
1Organize Stakeholders and Focus on Benefits
2Select the Metrics
3Baseline Existing Performance
4Describe the Capabilities of the Solution
5Negotiate the Business Outcomes
6Monetize the Business Outcomes
7Develop the TCO
8Calculate the Hard-Currency ROI
Data Architecture Best Practice
Align With Customer MDM Strategy
Source: Gartner
Direct Feedback — Choose the Channel That Works for Your Customers!
Don’t destroy the experiences by giving feedbacks so outdated, or so cumbersome that people hate to give feedbacks. Make sure surveys are personalized, brief, contextually multichannel, engaging, interactive, and actioned.
Indirect Feedback — Coping With an Explosion of Availability Across Phone, Email, SMS, Chat, Social
A tweet, chat or email, sentiments through call recording, or agent notes. This may include social mentions from other sites. Selection of appropriate speech and text analytics technologies is critical. Ownership does not need to be tied to data location.
Detection rate
Scalability
Cost
Sentiment
Classification
Multiple threads
Real time
Actions
Inferred Feedback — Ascertaining What Your Customers Would Say If You Asked Them
Most implicit feedbacks observed from web behavior, contact center, store, etc. This also includes purchase history and even mouse movements.
All Interaction Channels Relevant
Usually Already Collecting for Operational Reasons
Normally Data Siloed
Focus on Linkages
Leading VoC Program for transforming digital experiences.
