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  • 1.  What Does "Voice of the Customer" Mean to You?

    Posted 20 days ago
    Edited by Deborah Robbins 19 days ago

    Voice of the Customer (VoC) is a phrase we hear a lot when talking about customer experience.  And it can mean very different things depending on industry, organization, team, and use case.

    For some, VoC is measured through surveys and reported in scores (CSAT, CES or NPS). For others, it can cover journey insights, closed-loop actions, and customer experience roadmaps.  Organizationally, VoC can be owned by many different business groups and roles.

    In all its forms, VoC can be a catalyst for customer-led growth.  As we all continue to invest in experience orchestration, we're researching how companies manage VoC today and I'd love to hear from this community:

    ·       What does Voice of the Customer mean to you and your organization?

    ·       Where does VoC responsibility sit today (CX, Marketing, Operations, Product, somewhere else)?

    ·       How do you measure success; what VoC signals do you use today?

    Please share how VoC works in your world (1 question or all).  Looking forward to the discussion and learning from this amazing Genesys community. 

    Thank you and warm regards!

    #Voice of the Customer

    #CustomerExperience

    #CustomerJourney
    #DigitalChannels
    #Implementation
    #WEM-Quality,WFM,Gamification,etc
    #Unsure/Other

    ------------------------------
    Deborah Robbins
    VP, Global Voice of the Customer
    ------------------------------



  • 2.  RE: What Does "Voice of the Customer" Mean to You?
    Best Answer

    Posted 20 days ago

    Great topic.

    For us, Voice of the Customer goes beyond just CSAT or NPS. While we do run post-interaction surveys, we rely heavily on operational signals within Genesys to understand customer behavior in real time.

    Some of the VoC signals we monitor include:

    • Repeat contacts and requeues
    • Abandonment trends
    • After-hours scheduled callback uptake
    • Threshold-based voice callbacks when queue wait times increase
    • Transfer and escalation patterns
    • Knowledge effectiveness

    For example, when we introduced after-hours scheduled callbacks and threshold-based callbacks in voice queues, success wasn't measured by survey scores alone  we focused on reduced abandonment, improved responsiveness, and fewer repeat contacts.

    VoC primarily sits within CX/Service Operations for us, but improvements are cross-functional, especially where orchestration and routing are involved.

    We're increasingly shifting from survey-based VoC to signal-driven VoC using interaction data to proactively improve the journey.



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    Monash University
    Australia
    ------------------------------

    Original Message


  • 3.  RE: What Does "Voice of the Customer" Mean to You?

    Posted 19 days ago
    Edited by Deborah Robbins 19 days ago

    Thank you, Phaneendra, for this insightful answer!  Great to see how Monash University is creating a holistic view of customer experience.  Surveys have a strong place in the VoC stack, as that is one place customer sentiment is clear and specific.  That written, the operational signals you mentioned are important inputs and indicators.  Has anyone created a VoC Signal Map at Monash U?

    #VoiceoftheCustomer

    #CustomerExperience

    #CustomerJourney

    ------------------------------
    Deborah Robbins
    VP, Global Voice of the Customer
    ------------------------------

    Original Message


  • 4.  RE: What Does "Voice of the Customer" Mean to You?

    Posted 19 days ago
    Edited by Phaneendra Avatapalli 19 days ago

    Hi Deborah,

    At least within our organisational unit (Service Desk), we don’t currently have a formally documented VoC Signal Map. I’m not across whether other areas of Monash have structured VoC frameworks in place.

    Within our team, our primary structured VoC input comes from post-interaction surveys issued through our ticketing system rather than directly within Genesys. We also monitor operational metrics such as ticket volumes, call demand, abandonment rates, and wait times inside Genesys.

    Given we operate within a university environment, we have strong visibility of seasonal demand patterns (e.g., semester start, enrolment periods, results release), which helps us anticipate common request types and adjust resourcing accordingly.

    While this isn’t yet formalised into a defined VoC framework, it’s something we may explore as our approach continues to mature.

    Regards

    Phaneendra



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