Listen with Curiosity - Digital Transformation in Line with your CustomersDiscovery Stage
You have to start with the customer experience and work backwards to the technology. – Steve Jobs. In other words, learn how to build better products and drive customer-centric innovation through your customer’s experience. While all the insights acquired through the analysis of customer behaviour (data analytics) is limited to ‘what’ happened, qualitative analysis can help you to answer ‘why’ it happened. Only the combination of both can results in holistic and unbiased insights. To understand the ‘why’, there’s no better approach than listening to your customer—literally. I will take you through our journey of improving our customer experience by listening to the voices of 30k customers with Usabilla's Voice of Customer (VoC) solution.