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How to successfully transform your customer experience program with digital feedback
Organizations around the world are aggressively driving customer interactions to digital channels (web, mobile web and mobile apps) to lower the cost of doing business — and because customers are demanding it. In a recent Verint market study, 64% of consumers said they favor digital channels for simple interactions.
But gaining insight into the quality of these interactions is notoriously difficult. To understand CX across the whole journey, brands must evolve how they collect and treat customer feedback. Traditional forms of company-initiated surveys and feedback mechanisms only go so far in a digital-by-default world. Today, organizations also need the means to capture, analyze and act on real-time customer-initiated feedback.
Download this eBook to find out how you can successfully transform your customer experience program with digital feedback.
OpinionLab, A Verint Company, believes that listening to your customers is important, but more important is the need for you to listen to them on their terms and react quickly and effectively to what they tell you. Hundreds of the world’s leading brands today trust OpinionLab to optimize customer experience and drive engagement across multiple channels.