The first step towards improving customer experience? A system to listen.
Taking an outside-in approach to guiding your customer experience program starts with ensuring your customers’ voices are heard, and then implementing actions based on their wants and needs. Starting with a clearly defined plan and technology stack for systematically gathering, interpreting, reacting to, and monitoring customer feedback, a true Voice of the Customer (VoC) program transforms random customer data into in-context information that can flow into and through your company to inform decision-making and drive cross-functional stakeholder action.