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Description
Voice-of-the-customer (VoC) programs need to evolve. Those that do so effectively will evolve away from siloed programs on the margins of organizational strategy to become organization-wide feedback management practices. VoC teams that fail to adopt new ways of working face irrelevance and threaten customer obsession. Organizations that do not understand their customers cannot effectively put the customer at the center of their leadership, strategy, and operations.
Key takeaways:
- Understand why VoC programs need to adapt to thrive.
- Discover examples from companies that have successfully retooled their VoC programs to be more effective.
- Learn tips for getting started/where to start.
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