Guide & eBooks

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Download one of our guides or eBooks highlighting best practice customer experience trends across different industries.

Strategy Guide: 10 signs you’re guilty of disconnected customer listening

Most companies agree about the importance of harnessing VoC to drive CX improvement. However, few do this effectively with the same consistency across each and every channel. In other words, they listen but in a disconnected way. Download this Strategy …

eBook: Seven actions for a customer-centric website

Download this exclusive ebook to understand: Why continued website optimization is so important The key to a rewarding, east-to-navigate and customer centric website The seven steps you need to follow to deliver a website in line with your customers’ wants and needs

Strategy Guide: The website optimization playbook for ecommerce

Download this Strategy Guide to find out everything you need to know to optimize your website for more clicks, conversions and sales, including: How to harness your VoC to create a rewarding, east-to-navigate and customer centric website How to get to the …

Strategy Guide: Five ways insurers can drive customer retention with VoC

IBM claims attracting a new customer costs seven times more for insurers than retaining an existing one. Download this Strategy Guide to find out: How to utilize your VoC to make your customers more loyal How to harness customer insight to deliver …

Strategy Guide: How to embrace mobile to become a financial services leader

Financial services organizations are investing in mobile as they seek to reduce long-term costs, increase revenue and improve overall engagement. Download this Strategy Guide to find out: How financial institutions that aren’t ‘mobile first’ are getting left behind How mobile can be …

Strategy Guide: The future of customer journey mapping

Forrester claims that almost three-quarters of companies aim to be CX leaders and 63% map customer experiences but only 25% say their companies’ CX programs actually improve CX. What does this tell us? That most customer journey …

eBook: Five steps to improve your customer journey maps with VoC

The customer journey map is an essential tool for companies needing to address the persistent cross-channel CX challenges that hinder a unique and frictionless user experience. Without a customer journey map, you’re unlikely to be able to provide a consistently …

Strategy Guide: Six customer journey mapping best practices

Many rely on customer journey mapping to provide the deeper insights required to deliver a consistent and enriching customer experience. Download our Strategy Guide to find out: the value of a customer journey map to your business six best practices for …

Strategy Guide: Customer initiated engagement

Seven reasons customer-initiated engagement needs to be part of your VoC strategy Customer Initiated Engagement is rapidly gaining ground among today's global leaders because it delivers more actionable customer insights than traditional surveys, without any risk of …

eBook: Five strategies to build lasting customer relationships for retailers

Solve for customer X(perience): OpinionLab's answer to the VoC equation Retailers in particular depend on brand champions: loyal, repeat customers who double as grassroots advocates, spreading the word through social media and throughout their daily lives. In this eBook, OpinionLab outlines …

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