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Humanize Feedback To Drive VoC Action

December 19, 2019

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  • Presented by Faith Adams


Driving engagement and action in voice-of-the-customer (VoC) programs is hard. Because of this — and despite investments in people and technology — VoC programs don’t deliver the value that they can today. In this webinar, CX pros will learn how tapping into more sources and innovative feedback collection methods helps firms put the real VoC front and center and get on a path to improved engagement and action.

Key takeaways:

CX pros who struggle to drive engagement and action with their VoC programs will learn that they are not alone and that:

  • VoC programs must move beyond surveys and embrace other types of feedback.
  • The “raw” VoC can inspire change.
  • Customer emotion and employee empathy can inspire action.

Target audience level: intermediate and advanced

Vendors mentioned: Qualtrics, LivingLens, Medallia, SMG, Topbox, Twitter, and Voxpopme.

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