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White Papers

Explore these resources to learn more about the voice of customer industry in general and our solutions in particular. And check back often: we constantly update this section with new resources.

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Customer Experience Diagnostics

How does real-time Voice of Customer (VoC) visibility make customer feedback actionable? Executives across industries are investing unprecedented sums of money into VoC programs designed to improve Customer Experience (CX) consistency. This white paper discusses the role that real-time diagnostics play in making VoC data more actionable, engaging and accessible–all while enhancing and complementing the impact of traditional, evaluative CX tracking.

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Survey Fatigue

Opt-in Listening is rapidly gaining ground among today’s global leaders because it delivers more actionable customer insights than traditional surveys, without any risk of jeopardizing the customer experience. Brands can listen without risking the blowback inherent to traditional surveys.

This white paper explores the key drivers of this paradigm shift and outlines 7 reasons why traditional surveys are increasingly taking a backseat to Opt-in Listening at the enterprise level.

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applying voc to the new omnichannel customer journey

Consumers today are more empowered and hyper-connected than ever before. They are tapping digital channels to bond with brands, as well as share their feedback on retail experiences and products they purchase. Learn how harnessing customer feedback across all channels can drive customer loyalty and sales.

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The Future of Voice of Customer

The Integrated Listening Platform by Adam Greco, Web Analytics Demystified, Inc.
This document outlines the ways consumers’ interactions with brands and their websites have, in recent years, drastically changed. In the time since Voice of Customer became a more widely accepted way for brands to speak directly with their customers, companies have been gaining valuable insights from feedback spanning the full positive to negative range. As the marketplace matures, so too does the need for Voice of Customer listening platforms to evolve.

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The Mobile Measurement Framework

This white paper addresses the challenges of mobile measurement and proposes a new set of measures that transcends devices, platforms, and channels. This new framework introduces for the first time ubiquitous measures of success across the entire digital landscape.

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