Turning Data Into Profit: Driving Business Growth and Profit From a Customer Experience Management Program
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Beyond VOC feedback, Oracle looks for linkages to operational and financial measures. Collecting and modeling such information is an excellent start, but increased loyalty comes from making such research actionable. Accordingly, Oracle publishes the feedback via role-based dashboards to tens of thousands of employees. All of this drives a closed-loop process that results in constantly improving operational efficiency.
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Jeffrey Henning
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