MyCustomer.com caught up with Karine Del Moro of Confirmit at the recent European Customer Experience World event in London. Here, Karine debates the merits of having a centralised team to manage Voice of the Customer feedback, and what roles and duties such a VoC team would require.
00.10 - Lots of depts use VoC tools, but rarely in cooperation to achieve a joined-up view of the voice. Why would this be valuable?
01.33 - What is a VoC audit, and how can it help the integration process?
03.47 - Forrester Research has found many top-performing brands have a centralised VoC group. What are your thoughts on this?
05.26 - Do you have any advice on building such an action group?
06.56 - What roles would the centralised VoC team consist of?