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

Neil Davey
Managing editor
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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?

About Neil Davey

About Neil Davey

Neil Davey is the managing editor of MyCustomer. An experienced business journalist and editor, Neil has worked on a variety of newspapers, magazines and websites over the past 15 years, including Internet Works, CXO magazine and Business Management. He joined Sift Media in 2007.


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