Last week over 100 Voice of the Customer Professionals descended on Lord’s Cricket Ground to take part in the VoC Forum 2012, hosted by NICE Fizzback. Those who were in attendance were treated to a jam packed day full of success stories, thought leading ideas and a sneak peak at the NICE Systems view of the future of Voice of the Customer solutions.
The day was kicked off by Shaun Smith of Smith and Co. Consulting, a leading expert on Customer Experience Management and was quickly followed by presentations from BT Business, Vodafone and Telefónica Ireland. Each customer shared with the audience how the NICE Fizzback solution is helping their business to achieve great success in improving the customer experience by listening to the Voice of the Customer.
But in this blog I want to pull out a couple of the keys themes that I felt came out from the day:
1. Customer Experience is evolving and expanding in new and exciting ways. Customers are changing the way in which they behave, and the increasing influence they have; just one example is the increased prevalence of social media in an average customer’s life, enabling them to voice their comments, concerns and complaints to larger audience than ever before.
2. The number of channels customers use is also on the rise. In a recent NICE study the average number of channels used by a customer with a brand is a staggering six and this brings a whole new series of issues to combat. Organisations need to effectively manage the experience across all these channels, creating one seamless experience regardless of channel or touchpoint.
3. Finally that NICE Systems is uniquely positioned to enable our clients to understand their customers better than ever before. During the day NICE showcased our vision of offering our holistic solution, offering the Direct, Indirect and Inferred Voice of the Customer. By combining insights from all three we enable our clients to see as complete a view of the customer experience as possible.
If you missed this year’s event don’t worry, the VoC Forum will return next year and be even bigger and better than before, featuring more world class brands, thought leadership and innovation.
For all other NICE VoC Solution information, including downloads, latest events and webinars please visit www.listen2yourcustomers.com.
Natasha Holroyde