Elevating Your Voice of the Customer Program CX Decoded By CMSWire

Every company in the history of the business world likely would benefit from listening to their customers. The challenge today? Customers talk. A lot. And in many different ways and in many different media platforms.
It’s on their brands to listen — and act. If it were only that easy.
Voice of the Customer (VoC) technology has become a billion-dollar business for vendors. And it seems like a billion-dollar challenge for customer experience practitioners: how do I manage my VoC data, programs and, most importantly, make it actionable for better customer experiences? How do I create strong feedback loops? What impact did COVID-19 have on VoC in 2020 and what will be the priority for CX professionals in this arena in 2021?
Co-hosts Rich Hein and Dom Nicastro of CMSWire and special guest Stephanie Thum, CCXP, founding principal of Practical CX, on this CX Decoded podcast discuss the latest strategies to boost VoC programs and thrive in a rapidly changing world economy.