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 (maybe CSAT 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!
#AIScoring(VirtualSupervisor)#SupervisorCopilot(AIInsights)#CoachingandLearning#CustomerSurveys#QualityEvaluations#SpeechandTextAnalytics#GeneralQuestion------------------------------
Deborah Robbins
VP, Global Voice of the Customer
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