Voice of the Customer: How to build a centralised VoC team

Managing editor
Share this content

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?


Please login or register to join the discussion.

There are currently no replies, be the first to post a reply.