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Is your company “walking the walk” when it comes to your customers?Customers are becoming increasingly vocal and sharing their thoughts and experiences through diversemeans. As their voices get louder and available from a plethora of sources it is vital for you as a companyto not only have access to this information but to also do something with it that is meaningful andactionable.Its a common term to hear companies say they put their customers at the center of their decision making,but how often does this actually happen in reality.Our Trends and Success Factors 2012 survey last year found that while the majority of operationalexcellence programs focused on increasing efficiency and reducing cost, more respondents cited“increasing customer satisfaction” as the primary driver for their operational excellence program than anyother driver. Our voice of the customer survey aims to find out what it actually means to be focused on the customer and how many companies are really “walking the walk”. Take part in the survey http://ow.ly/e0nvA Using Speech Analytics to make sense of Big Data is one method of ensuring you capture the right information. Customer experience software provider, Verint, will be presenting in a webinar on 16 October and sharing what speech analytics is and how it works to allow you to make smarter, faster changes to drive operational benefits and improved customer service. Register your free place from http://ow.ly/e0veF IT plays a big part in both the customer experience and making sense of bid data. On 11 October, PNMsoft will be presenting 5 ways that IT can become a company’s biggest asset simply by changing business process applications. Register your free place from http://ow.ly/e0uH5Its certainly time to truly put the customer at the heart of decision making and strategy.All the best,Natalie Let’s connect: http://www.linkedin.com/in/processexcellencenetwork E-mail: Natalie Evans firstname.lastname@example.org P.S. If youre in the Finance sector, our Big Data for Financial Services could be what youre looking for. You can find out more details from http://ow.ly/e0pFX