Recent posts by:
Raj Sivasubramanian - Director of Customer Experience Services
In my last blog, I explained why listening to customers can provide greater customer understanding than merely observing their behavior.   Many companies seem to agree as evidenced by the number of Voice of the Customer (VoC) programs that exist and increasing amounts of feedback consumers are ...
In my last post, I said listening to customers and capturing feedback across all channels is a crucial step to delivering great customer experiences in today’s omnichannel world. I’ve noticed a growing school of thought in the digital world that merely observing and analyzing customer behavior can ...
How committed are you to engaging with customers? Leading organizations share a commitment to engaging with customers—capturing their feedback across all channels and then tailoring their omnichannel approach to their customers’ individual needs and preferences.

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