Report

Humanize Feedback And Data To Drive Stakeholder Engagement And Action

December 3rd, 2019
With contributors:
Harley Manning, Ben Salamin, Shayna Neuburg

Summary

Summary

To improve customer experience in a systematic way, CX leaders must work across silos and motivate stakeholders to act. Unfortunately, many battle against a shortage of buy-in and support and an obsession with scorecards and metrics, but not customers. Humanizing feedback and data generates empathy among stakeholders that drives engagement and action. In this report, you will learn how collecting customer feedback in the form of speech, images, and video supplements CX metrics and helps make the data real by adding valuable context that taps into customer emotion.

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