Summary
Few CX professionals integrate social media into their voice of the customer (VoC) programs. It's time for them to stop ignoring this valuable source of feedback. This report answers the top questions and concerns that CX pros have about the role of social media in their VoC program. It explains why social data is relevant, what types of social data to focus on, the challenges of integrating social into VoC, why social data can't replace surveys, how to collaborate with the social team, and which vendors can help.
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