The banking and financial services industry loves data—and churns it out at an undeniably impressive rate. But their voice of the customer (VOC) programs can quickly become overwhelming when it comes to using that data to pinpoint issues.

Over the past 20 years, banks have been ramping up investments in VOC platforms—creating end-to-end listening programs that collect feedback from customers across a multitude of journeys. But, they often operate in silos, addressing pain points only when they occur in multiple channels. They’re rarely equipped to fix every problem at once.

To begin unraveling what a mass of data really means and what to do to fix negative experiences—as well as prevent further ones—customer pain point prioritization is the next stop on the CX transformation journey.