Customer Experience News

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1. Drawing a line between VoC, Customer Experience and Customer Analytics

   I’ve noticed something interesting about voice of the customer (VoC) programs lately. The line between VoC, customer experience (CX) and customer insights or analytics seems to be blurring. Take the Gartner definitions for these terms:

   https://www.cmswire.com/customer-experience/drawing-a-line-between-voc-customer-experience-and-customer-analytics/

   Tags: voc, customer-experience, cx, customer-analytics, gartner by eringilliam (2019-03-13)

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2. How this digital and analytics leader is striving for connected customer experiences

   We chat with BT Financial group's digital and customer analytics chief about the digital overhaul and analytics investments being made at the group

   https://www.cmo.com.au/article/635560/how-digital-analytics-leader-striving-connected-customer-experiences/

   Tags: customer-experience, digital, customer-analytics, investments by eringilliam (2018-04-04)

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