Trends Report

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

July 13th, 2020
With contributor:
Harley Manning

Summary

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.

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