The demand for constant availability of apps, sites and services is nothing new. Digital users are only getting more demanding, and businesses that ensure their services are ‘always up’ and performing will dominate those who can’t successfully tackle performance issues.
http://www.softwaretestingnews.co.uk/2018-time-tackle-new-customer-experience-challenges/
Customer Experience (CX) is emerging as a multidisciplinary field. It’s not just operations, marketing, sales, design, or insights… all of the above is required to create an immersive and seamless experience for your customers.
That being said, the metric back bone of most CX programs rests in the Voice of the Customer (VOC) program. That is, those activities focused on getting customer and prospect feedback, getting it to the right people, and then doing something about it. If you are striking out for the first time to develop a VOC program or looking to upgrade your existing program here are some tips to consider.
http://customerthink.com/10-ways-to-reboot-your-voice-of-the-customer-voc-program/