Report

Enterprises Must Have One VoC Program, Not Many

Why Enabling A Cross-Channel View Is Critical To CX Transformation

July 13th, 2020
With contributors:
Harley Manning, Ben Salamin, Shayna Neuburg

Summary

As customers cross multiple channels and lines of business while engaging with a brand, the ability to visualize and understand their journeys often eludes companies. This happens when companies approach CX in a disconnected way, with multiple silos running their own VoC efforts. To drive CX transformation, CX leaders must lead the charge to connect the VoC data dots and present a unified view of the experience. In this report, we outline why this is necessary and what companies must do to achieve broader CX intelligence that delivers positive business outcomes.

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