Aug 28, 2019 | Genex Insights
A daunting significant venture into the unknown basked in opportunity, excitement and a bit of magic describes our most recent journey at Genex. With change being an inevitable part of any great story, we embarked on the move to our new home at IQbusiness’s offices...
Feb 13, 2017 | Customer Experience Management
Until recently, VOC was mostly quantitative in nature and mainly structured according to the terms of the organisation, apart from the one customary verbatim question at the end of most surveys that represents qualitative data. The partiality towards quantitative data...
Jul 1, 2016 | Customer Experience Management
You have a voice-of-the-customer (VOC) programme. Your closed-loop service recovery is doing what it must. You have dashboards showing you every grain of trackable data. Why, then, are you not excelling? Why is your net promoter score (NPS) not shooting through the...
Mar 1, 2016 | Customer Experience Management
In Gartners famous hype-cycle, new industries with technology triggers go through phases beginning with hype and ending in a plateau which is preceded by a Trough of Disillusionment. In our industry there are 5 culprits driving us into this trough… Our team at...
