Trends Report

How To Transition Your Voice-Of-The-Customer Vendor

February 20th, 2020

Summary

Customer experience (CX) pros have ongoing challenges with voice-of-the-customer (VoC) programs, such as ignoring the voice of the employee, interpreting data in silos, and not celebrating successes. The root causes of VoC challenges run deep, with many vendors not living up to their promises. Implement your VoC plan with all due caution; solicit candid feedback from vendor clients and don’t try to rush through your vendor transition.

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