Dec 29, 2020
Service organisations looking to make more informed decisions on customer experience (CX) investments and improvement should implement a cohesive voice-of-the-customer (VoC) strategy, according to Gartner.
This will allow customer service and support leaders to gain deeper insights into customer motivations, impressions and experiences.
“VoC is an essential component of a successful CX program as it helps establish a better understanding of customer needs and perspectives,” says Deb Alvord, senior director analyst in the Gartner Customer Service & Support practice. “However, the VoC data that a lot of organizations already collect is disparate and disorganized making it difficult to effectively use it to inform CX enhancement initiatives.”