CX Pros Must Incorporate Employee Feedback Into VoC Programs To Gain Important Context And Identify Relevant And Actionable Insights

Customer experience (CX) professionals can capture powerful insights about the CX they deliver from employees. Voice-of-the-customer (VoC) programs continue to focus too much on surveys and miss out on the value of other crucial sources of feedback. Employee feedback about your CX is a critical input for VoC programs; it provides additional context to better understand customer feedback. CX pros must assess additional feedback sources to determine the best and next sources to incorporate into their program.