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

    Posted 4 hours 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!


    #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?

    Posted 4 hours 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


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