If you’ve noticed that your Voice of the Customer (VOC) program is stagnant, stalled and struggling to move the needle, you’re definitely not alone. And the fact that it feels like a ton of effort and resources are involved is just salt in the wound.
But that’s just it: the work being put in – all the processes, the management, and the day-to- day stuff – is only going in, with little to no real action coming out.
One of the main reasons for this is the fact that most CX teams are often small in size. Although they’re the ones best suited for improving customer loyalty, reducing customer effort, and streamlining customer solutions, they’re constantly tied up with more administrative tactics. This disconnect results in strategy, alignment, outcomes and enthusiasm for CX being more of an after-thought than a focus.
The great news is that this pattern can change. In this report, you’ll learn how to transform the role of CX practitioners from process-driven administrators, to action-oriented CX evangelists.