Go Beyond Surveys for a Successful Voice of Customer Program

When it comes to capturing direct customer feedback, surveys are the Voice of the Customer (VoC) tool of choice by customer service and support leaders. In fact, 94% of service organizations report that they have launched customer surveys, and they expect that number to increase in the future. However, customer survey pitfalls create issues with the value of the customer data collected. To truly understand the complete customer experience and realize the most value from a VoC program, customer service and support leaders must capture more in-depth, actionable and holistic customer insights by using other VoC tools and methods to collect feedback. All the while, they must also change their mindset on their survey strategy. In this complimentary webinar panel discussion, Gartner CX and VoC experts share details into how to transform your VoC program by changing your customer feedback strategy, which can lead to more actionable insight and maximum value for the time and effort spent on collecting VoC.

• Identify the limitations of surveys, preventing you from obtaining the needed ROI for your efforts

• Discover the essential data building blocks needed for a successful VoC program, including analytics 

• Explore how to use your Quality Assurance (QA) program to capture VoC

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