Structured surveys have been the workhorse of customer experience (CX) measurement programs, but often fall short in capturing real-time insights about the totality of an experience. In this episode, we speak with Paul Hagen, head of Customer Experience and Innovation Strategy at West Monroe Partners, about the evolution of voice of the customer (VoC) programs from using 20-question surveys to real-time, predictive tools that drive insights. We also discuss what makes a mature voice of the customer program.

Click the links below to read more: