How To Build Your Voice-Of-The-Customer ProgramVoice-of-the-customer (VoC) programs require structure and follow-through to be effective at driving customer experience (CX) improvements.
CX pros need to know how good their programs are, how they compare with others, and how to build their programs over time. This report maps out three levels of maturity for VoC programs and provides a path for companies to identify their own strengths and weaknesses and what to do next.
Report Snap Shot
The key takeaways of this report:
- VoC programs enable a continuous cycle of activities
- There are three stages of VoC maturity: foundational, advanced, and state of the art
- CX pros must focus on building VoC capabilities while educating stakeholders