The pandemic has propelled the Voice of the Customer to even greater importance, as companies have sought to listen and understand their customers like never before, searching for insights that can enable them to adapt and innovate in order to keep in step with the dramatic changes in consumer preferences, behaviours and expectations that we have witnessed over the past 18 months.
At the same time, the rising level of survey fatigue amongst consumers has complicated matters considerably. The voice of the customer might be more important than ever - but what if your customers don’t want to talk to you?
Watch our latest on-demand CX Leader Session, in collaboration with Confirmit, where we explore how to build a Voice of the Customer programme that can overcome survey fatigue to deliver key insights into changing customer preferences and opinions.
Joining MyCustomer managing editor Neil Davey to discuss the challenges and opportunities of VoC programmes are Rebecca Brown, founder and lead consultant at Think WOW; Elaine Barnes, chief customer officer at Cromwell; and Phil Durand, senior director of CX at Confirmit.
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