Customer Feedback Management

Customer Feedback Management (CFM) platforms are essentially software programs designed to capture and enable actioning of the ‘Voice of the Customer” programs.

Key Attributes of Customer Feedback Management platforms 

CFM platforms are designed to support Voice of the Customer programs through four key functions:

  1. Listening: What are customers saying about our brand across all channels?
  2. Interpreting: Using smart Data Analytics (aka Customer Analytics) to make actionable sense of the information collected.
  3. Acting: Using the collected and interpreted information to develop and execute appropriate actions to drive change.
  4. Monitoring: What is my NPS/CSAT? Are the improvements in CX driving the right outcomes (profitability, revenue, longevity etc)

Search a list of suppliers that can help improve or measure your Customer Satisfaction on our free CX Directory >>>or find a list of upcoming industry training courses >>>

Upcoming Industry Events:

Chief Customer Officer Online ANZ

Event Organiser:
Corinium Intelligence

Budgets have been cut and CX professionals are expected to stay ahead of the curve and generally do more with less. Join Australia and New Zealand's leading CX experts as we discuss what's next in CX over for three FREE days of insights at CCO Online A/NZ!

Customer Service ‘Excellence’ – October 2020

Event Organiser:
CX Skills

The October 2020 Customer Service Excellence training course is our flagship Customer Service course for Frontline Team Members in Contact Centres & Face to Face Environments. The course is facilitated by global contact centre expert Daniel Ord over 4 x 4-hour sessions via ZOOM.

Auscontact 2020 Virtual Conference

Event Organiser:

Given the challenges with COVID, this year the Auscontact 2020 National Conference will be virtual with a guest panel sharing their learnings and insights and Auscontact's new Research partner will present the findings from the latest Consumer CX Insights report.

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