2016 CX Trends Series: Metrics to Action Realigning

In Temkin Group’s 2016 CX Trends webinar series, Temkin Group’s CX Transformists will take a closer look at the trends we expect to see in an environment where CX continues to grow in importance to companies. In this webinar, Jen Rodstrom will look at the importance of shifting voice of the customer (VoC) programs from tracking metrics to enabling action, with a focus on minimizing reliance on multiple choice rating scales and increasing the use of unstructured data sources and qualitative techniques.

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