E-Book
Voice of the Customer: The Action Gap
What’s causing all the disappointment in your VOC program and how to fix it.
Many customer experience (CX) leaders can remember the days when there was a lot of enthusiasm around new voice of the customer (VOC) software promising a quick path to ROI. Today, the sentiment has changed from enthusiasm to disappointment.
While VOC software is doing a fine job of collecting customer feedback and deriving insight, not much is happening with it. As a result, the ROI hasn’t materialized. At Concentrix, we refer to this situation as “the Action Gap,” and the way to close this gap is to look beyond software alone.
Download our e-book to learn how to close the Action Gap and get a return on your VOC investment. By creating the right conditions and adhering to voice of the customer best practices, you’ll be able to drive action and gain valuable insights from your VOC initiatives.
Thanks for your interest!
Key Takeaways
- The four dimensions of your VOC program to focus on to deliver promised value.
- Why your VOC program needs to be carefully designed in order to thrive.
- How to categorize your VOC program activities to directly align to action and ROI.
- How to gain employee buy in on your VOC program.
Featured Insights
Thought leadership and research to inspire innovative experiences
