Whitepapers & Case Studies

Insights from our Expert Team

 

Voice of the Customer at MYOB

Implementing an Effective VoC program

Alex Hnarakis, Head of Premium Support and Service Optimisation at MYOB talks about the partnership with CentraCX. Alex discusses how CentraCX VOC is used, the integration with MYOB systems and how Centra CX VOC supports MYOB to continually improve products, people and processes.

Driving Member Experience

Driving Member Experience with Feedback

For many member based organisations, infrequent contact with their members can make it a challenge to gain an understanding of member priorities and experiences. 

This whitepaper presents best practices on utilising member feedback to drive alignment of member organisations with member needs. 

The Big Challenge

Implementing an Effective VoC program

Do you know where you’re heading?

Implementing an effective Voice of the Customer (VoC) Program takes careful consideration and a strategic framework before you start asking your customers for their opinion (good or bad).

It’s important to map out a clearly defined process. 

Here, Centra CX identifies ‘step by step’ the key benchmarks for implementing a successful VoC program (and how you can put it to good use).

To Ask or Not to Ask

The Art of Gathering Customer Feedback

Whilst some organisations are surveying their customers well, many are still doing it poorly, with increasingly frustrated customers and poor ROI. 
Centra CX looks at the ‘Do’s and Don’ts’ of gathering customer feedback and how you can put it to good use.

Customer Journey Mapping

Road Tripping 101

In a hyper-competitive, customer-centric market, how do organisations become the very best travel companions for their customers on their journeys? Uber is a brand that gets it consistently right and our latest thought piece looks at their CX model.

Keeping your Customers Close

CX Insights in Real Estate

The Art of Asking for Customer Feedback and what to do with it once you have it. 
How your organisation can implement a Voice of the Customer (VoC) program or take your existing programme to the next level, taking into consideration the challenges the real estate industry currently faces.

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