Most companies have deployed one or more technologies to capture customer feedback: NPS Surveys, CSAT Surveys, Point of Sale Surveys, Product Reviews and more have been around for decades.

However, companies that rely on solicited feedback like this as their only source of customer experience data are going to be left behind. Your customers already give you rich, actionable feedback thousands of times a day, and you don’t even have to ask for it.

This paper explains why cross-channel analysis is critical to understanding the customer experience, and outlines the relative value of the most common and high-volume channels.