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For Customer Experience Professionals

The State Of Voice Of The Customer Programs, 2014: It's Time To Act

June 20, 2014

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Why Read This Report

Voice of the customer (VoC) programs are vital to improving customer experience; they both feed customer experience (CX) measurement and uncover the insights necessary to deliver better experiences. To find out how well VoC programs fulfill these missions in 2014, we polled companies about their initiatives. We found that most firms still don't receive all of the value they could. This report identifies key obstacles to success and reveals how respondents plan to address their programs' shortcomings over the next 12 months. It will help VoC program owners benchmark their efforts and hone in on key improvement opportunities.

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Table of Contents

  • Most VoC Programs Haven't Reached Their Full Potential
  • The Root Cause: VoC Programs Aren't Effective At Driving Action
  • VoC Program Owners Must Start Taking Action

  • VoC Programs That Aren't Embedded Will Be Marginalized
  • Supplemental Material
  • Related Research Documents

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