Trends Report

CX Pros Must Avoid Voice Of The Customer (VoC) Program Stagnation And Aim For State Of The Art

August 28th, 2020

Summary

Customer experience (CX) pros should conduct a feedback, data, and insights inventory to identify gaps in their voice of the customer (VoC) program. Conducting a feedback, data, and insights inventory gives CX pros the opportunity to determine if and how the information is being used to inform decision making. CX pros must use the inventory to make changes, consolidate listening posts, or add new sources to evolve VoC efforts. For more information, read “ Enterprises Must Have One VoC Program, Not Many” and schedule an inquiry.

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