Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. Aug 28, 2023, 11:00am EDT This article is more than 2 years old.

Successful companies understand the importance of customer feedback use customer research surveys to garner many types of information from consumers and business customers, explains Toolpack ...

Banks often struggle to get a unified voice of the customer across channels, including feedback from call centers, chatbot messages, social media and branches. Much of the data they collect is siloed ...