Most executives recognize that customer experience is important to their businesses. In fact, Gartner Group says that 89% of companies expect to be competing primarily on customer experience by now.
To compete on customer experience, companies need to consistently deliver a better experience. To do that, they need to understand the experiences theyre delivering today. This is why voice-of-the-customer (VoC) programs are such a priority for so many businesses; the ability to listen to your customers is crucial to your ability to compete on customer experience.
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