Featuring

Tzachi Ben-Sasson, Head of Global Voice of the Customer at Amdocs

Maxie Schmidt, VP principal analyst

Show Notes

Tzachi Ben-Sasson, Head of Global Voice of the Customer at Amdocs, and VP principal analyst Maxie Schmidt join Angelina to discuss the evolution of Amdocs and its approach to customer engagement through its voice-of-the-customer (VoC) program. Tzachi shares insights on how Amdocs transitioned from a monopoly mindset to a customer-centric approach, emphasizing the importance of understanding customer feedback and its impact on revenue. We also discuss: 

  • The challenges involved in scaling customer feedback initiatives
  • Targeting the right stakeholders for effective feedback collection 
  • The importance of closing the loop on customer insights for trust and engagement 
  • Tying the VoC program to organizational goals