Research from ICMI shows customers prefer self-service. If you fail to provide these options or if your CX doesn’t meet expectations, you will likely see a drop in loyalty and revenue. But how can you gather Voice of the Customer (VoC) data to meet expectations in the world of self-directed digital experiences?

The answer is to have a unified, complete CX platform with insights from self-service experiences and operational data to inform your VoC program. This eBook, “How VoC can empower digital self-service journeys,” will get you started.

With the actionable insights in this eBook, you can:

• Reach more customers and fully understand channel and touchpoint experiences
• Pinpoint root causes of dissatisfaction and churn across the journey
• Uncover opportunities to address systemic CX issues such as drop offs and wait times
• Identify opportunities for digital transformation improvements, as well as selective agent coaching