The Difference Between Customer Experience and Customer Feedback

Khoros

While surveys have formed the backbone of CX efforts for decades, they only account for a small percentage of all customer feedback data available to businesses today. In the age of the omnichannel customer, businesses that over rely on surveys to fuel modern CX programs are getting left behind.

Today, top brands are tapping into the millions of customer conversations happening every day across channels — phone, email, chat, social media, 3rd party review sites — to capture a representative Voice of the Customer.

Read the whitepaper to learn:

- Why survey-based CX programs fall short
- The best channels to tap into for rich VoC data
- How to leverage cross-channel data to understand the voice of the customer