Whitepapers & Case Studies
Insights from our Expert Team
Voice of the Customer at MYOB
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.
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.