Customer Experience & Voice of the Customer
If you have an established Customer Experience practice or if you are merely considering dipping your toe into the fast-moving current of CX, Cambiar can help. Perhaps you need visibility on the competitive landscape or want to better understand CX trends and challenges.
If you’re building a practice, you will benefit from assistance in framing your organizational strengths, identifying capability gaps and crafting your portfolio of CX services. We can assess the fitness of your existing Voice of the Customer platform. If you’re new to the game: should you build or buy your Voice of the Customer platform? Cambiar can help with product requirements or facilitate in matching you with a VoC provider that fits your practice needs and enables your success. We can help you plan your infrastructure needs for Voice of the Customer programs that are real-time and need to scale beyond traditional research data collection and reporting volumes. The best CX programs combine Voice of the Customer results with call center, social, behavioral data and other sources and use CX related metrics (NPS, Customer Effort scores, etc) and increasingly apply prescriptive and predictive analytics to predict and rescue customers from churn. Cambiar will help you develop your customer insight strategies and capabilities.