Using Video to Collect More Helpful VOC Feedback

 Raj Sivasubramanian is “customer experience insights manager” for Airbnb. I first met Raj a few months ago at a CXPA event, and the other day I caught up with him to discuss Airbnb’s use of an innovative new technology for improving voice-of-customer feedback and generating customer insight. Airbnb fields nearly 2 million inbound service inquiries a…

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