This month saw the fifth NICE Voice of the Customer Forum take place at the London Stock Exchange. Attended by leading professionals focused on improving the customer experience, the event offered a unique opportunity to hear real life success stories of leveraging Voice of Customer across the enterprise. Customer experience is the overall resulting thoughts, feelings and emotions that a customer experiences during his interaction journey with his service provider. The day also served up engaging discussions across industries on how to serve the customer better and deliver a better experience to them. Customer speakers included Sprint, Capital One, TSYS & TalkTalk; the event was opened by a keynote presentation from Sir Clive Woodward.
Prior to the event NICE Fizzback conducted a short survey into the latest customer experience and communication trends; the results delivered some fascinating insights. Over 70% of attendees at the event believed that Customer Experience was important to their boardroom, and over 70% also believed they delivered a good experience (4 out of 5) to their customers today. Interesting conclusions drawn from the results include customer experience today is being strongly supported at the boardroom level, an increase from previous years. While many organizations believe they offer a “good experience”, the next challenge is how to get that experience from good to great. Engaged businesses are clearly becoming more mature in how they view and leverage the Voice of the Customer, and they believe it is a key area of differentiation for them verses the competition.
The survey also asked attendees to state their biggest challenge to improving the customer experience within their business. I have put the top three challenges which were shared below:
- Isolating actionable insights
- Prioritizing and funding the right initiatives
- Improving the customer experience across all channels and across the organization
Without going into each in detail, these results demonstrate some of the fundamental pillars required in a modern VoC program, if it is to succeed. The ability to highlight key insights to be able to drive business improvement in real-time, and being able to do this across the whole enterprise, rallying the entire workforce around this joint cause, to deliver a seamless experience across all channels should be a goal for any business today. Anything else runs the risks of standing out for the wrong reasons, and ultimately affecting your bottom line.
During the day these findings were presented as part of a keynote session by Adit Moskovitch, Director of Solution Marketing for NICE Fizzback, on how NICE can help your business get closer to your customers (you can watch a recording of the session by clicking here). Adit showcased the value to be gained from leveraging the NICE VoC suite across your business, and how the suite can and has helped leading brands to address the challenges stated above and more.
Throughout the day there was also the chance to see NICE Systems latest solution offerings in the showcase area, demonstrating the latest and future features and functions of NICE Fizzback, NICE Interaction Analytics and NICE Social Analytics.
With the close of this year’s event, anticipation is already rising for the Voice of the Customer Forum 2014.. Click here to watch a highlights video from the day (or watch the clip above). Keep checking www.nice.com for more details on next year’s event.
Tom Lynam
For more info on NICE Fizzback click here.