The difference between customer experience and customer feedback

When it comes to customer experience, surveys don’t tell the whole story

Most companies deploy a variety of technologies to capture customer feedback: NPS surveys, CSAT surveys, point of sale surveys and more. These tools have been around for decades, and they’re important for understanding how customers feel about your brand.

But brands that rely solely on solicited feedback for customer experience data are getting left behind. These days, top brands are going deeper — digging into thousands of unsolicited data points that customers provide every day, without even being asked — to get more insight into their CX.

In this whitepaper, we’ll cover how Customer Experience Analytics is helping businesses understand the voice of the customer and improve customer experience. Download the whitepaper now to learn how to generate representative data and produce actionable insights, without having to ask your customers.