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No matter how talented you are as a customer experience professional , you need a team to create a world-class VoC program. The Information Technology (IT) Department. Let’s begin with the information technology (IT) department. Internal stakeholders are often forgotten when creating a VoC program. Conclusion.
Unless you’re working in a very small company, the full spectrum of VoC responsibilities are usually too much for one person. Often, people think they can create a world-class VoC program themselves using a low-end technology tool, but this can be risky ?— In most cases, you are going to need a VoC partner to help you.
The goal of the book was to share best practices on how to create a great Voice of Customer (VoC) program. This bonus lesson is that the very best CX leaders are focusing on being more human , not providing more technology. Are you measuring empathy in your VoC program? Are you balancing your CX technology and human investments?
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