he golden rule for delivering an excellent customer experience (CX) is to listen to your customer. If you know what your customers want, all you need to do is deliver it. Its simple except, it isnt.
Voice of the Customer (VoC) programs have become vital drivers for brands looking to be competitive in customer experience. A Gartner study shows that 89 percent of companies are currently focused on CX as a competitive differentiator. However, according to a recent report by Forrester, only 33 percent of CX professionals say their VoC program is effective at driving action to improve customer experiences.
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