Voice of the customer

Businesses rely on the voice of the customer (VoC) to improve product development and the customer experience. Learn about the latest VoC tools and strategies to collect customer feedback and gauge customer expectations.

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Voice of the customer News

June 19, 2020 19 Jun'20
SAP C/4HANA leads discuss future of CX platform

New leaders of SAP's customer experience platform discuss its future direction, with a retrospective look at how CRM's past evolved into customer-centric CX technology.
April 22, 2020 22 Apr'20
Coronavirus CX strategy should be flexible, feedback-driven

During the COVID-19 pandemic, businesses should understand customer needs and prepare their customer service employees for remote work as a part of their adjusted CX strategies.
February 17, 2020 17 Feb'20
Chief experience officers, chief customer officers on rise

Since 2017, more CXOs and CCOs have shown up in Gartner's customer experience management survey. They don't always report to the CMO, but marketing's ownership of CX is growing.
December 13, 2019 13 Dec'19
Qualtrics XM adds mobile, AI, information governance

SAP's influence is reflected in some new features Qualtrics revealed in its XM customer and employee experience measurement platform.

Voice of the customer Get Started

Bring yourself up to speed with our introductory content

10 steps to create a voice of the customer program

One of the best initiatives a customer experience team can undertake is a voice of the customer program. Here are some guidelines for building one from scratch. Continue Reading
Building a successful CX governance operating model

When developing a CX governance operating model, leaders should consider four key components: people, measurement framework, processes and tools and technologies. Continue Reading
Evolving contact center services reshape engagement strategies

As consumer expectations increase the need for more satisfying omnichannel engagements, the role of the contact center takes on greater importance and complexity. Continue Reading

Evaluate Voice of the customer Vendors & Products

Weigh the pros and cons of technologies, products and projects you are considering.

How can customer relationship metrics benefit CX?

Companies often look at customer relationship metrics to determine how customers feel about a brand. Here are examples of how to obtain and use information to qualify customer relationships. Continue Reading
4 customer data collection best practices to follow

Building a good customer data collection strategy can be difficult. These tips explain how to collect data and how to use it to improve customer experience. Continue Reading
4 ways customer feedback benefits marketing strategies

Leela Srinivasan of SurveyMonkey offered tips on using customer feedback data to inform enterprise marketing strategy during a session at Inbound 2019. Continue Reading

Manage Voice of the customer

Learn to apply best practices and optimize your operations.

5 tips for deploying surveys and collecting customer feedback

Businesses need to have a plan before surveying customers. While it is important to gather feedback regarding experiences, it is also important to act on the information received. Continue Reading
Here's why a customer feedback program is essential to a business

With C-suite executives investing in a customer feedback program, they will be able to implement strategies to capitalize on positive ratings and resolve negative comments. Continue Reading
4 voice of the customer methods to improve CX

To improve customer experience, organizations can use mystery shopping programs, social CRM and surveys to gather data from interactions with consumers. Continue Reading

Problem Solve Voice of the customer Issues

We’ve gathered up expert advice and tips from professionals like you so that the answers you need are always available.

Going multichannel will improve customer experience -- but not without a plan

Companies today know they can't get by with just a call center. And they know adding a website alone won't help much. They know where it's at: to improve customer experience, they'll also need a social media presence, a mobile app -- and they'll ... Continue Reading