XM Knowledge Base
Go beyond surveys: How to use multiple listening channels
In this new world of increased reliance on digital channels, lower foot traffic, and shifts in spending habits, it’s more important than ever to truly listen to what customers and users are saying. A multi-faceted listening approach can help drive meaningful change in an organization for improved customer experience. By digging deep and collecting data points from different sources, you can add color and power to your research program. Discover how City National Bank supplemented its traditional surveys with alternate channels, allowing them to not only read customer responses but to listen for more fruitful and valuable information. Learn how they worked with Tethr, an AI-powered conversation intelligence platform, to unlock hidden insights in call data. You’ll see how AI and multi-channel research design can help uncover actionable insights that could otherwise go unnoticed.
In this eBook you'll learn:
- Strategies and tactics for a holistic, real-time “listening-everywhere” approach.
- Using machine learning, text, and conversational analytics to round out your research.
- How using data sources in addition to email surveys can help alleviate inbox fatigue.
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