Democratize your data and free customer feedback in your organization! That sentiment is at the core of the EFM revolution. In fact, decentralized ownership of customer insight and action really is fundamental to the success of customer experience management.
Terms like Voice of the Customer, Enterprise Feedback Management and Integrated Touchpoint Satisfaction have risen to prominence over recent years as the role and nature of the customer feedback solution has evolved. Our industry has changed its vocabulary, moving away from the CSAT or Customer Satisfaction program and taking on these new terms and everything for which they stand.