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In our latest survey on voice of the customer (VoC) programs, 71% of respondents said their program was not effectively driving action. No matter how much effort you put into collecting and analyzing VoC, the insights are only as good as what stakeholders do with them.
As a VoC program owner, you need to get better at leveraging your internal customers so they drive the action required to improve customer experience and, in turn, the bottom line. First, you must figure out your internal audiences — some are more in tune to the VoC than others. Then develop an engagement strategy for all important stakeholders, depending on what kind of audience the stakeholders represent.
This Webinar shows best practices that companies have applied to engage different kinds of internal stakeholders to drive change.
Agenda:
Key takeaways:
Vendors mentioned: Apigee, Beyond The Arc, Clarabridge, Nice Systems
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Voice of the customer (VoC) programs are still not taken seriously. This is because they struggle to drive action and prove value. To change this, VoC teams must leverage stakeholders across the entire organization in order to turn insights into action an
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