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Voice of the Customer Programs: From Listening to Action

Voice of the Customer Programs: From Listening to Action

Overview

Voice of the Customer (VoC) programs are critical for helping businesses gauge their level of success or failure, enabling them to make adjustments and improve customer experiences (CX). And according to a recent study by the Gartner Group, nearly 90 percent of companies believe that CX will be the primary criteria on which they're judged in the marketplace. VoC programs can be used to improve service, satisfaction, and loyalty and drive high CX scores. ​