Beyond Philosophy

APRIL 17, 2015

Both members of this marriage have a voice. The Voice of the Customer (VOC) refers to the feedback you get regarding a Customer’s expectations and their experience with your organization. The Voice of the Employee (VOE) refers to how employees participate in the decisions at your organization.

VOE 148

VOE VOC CX CEM 148

CX Accelerator

FEBRUARY 12, 2018

We now live in the age of the customer, where customers expect consistent, high-value experiences. If customers don’t get immediate value, they will likely leave and go to a company who will deliver an experience that meets their expectations. 3) Empower customers to provide feedback.

Voice of the Customer 140

Voice of the Customer VOC Close the Loop Unstructured Data 140

DMG Consulting

DECEMBER 7, 2021

Many other departments will also benefit from gaining a first-hand view of customer expectations and feedback. This includes auditing and compliance functions that need to make sure employees follow the company’s rules and guidelines when interacting with customers and prospects.

Text Analytics 77

Text Analytics Contact Center Legal Artificial Intelligence 77

Confirmit

NOVEMBER 16, 2020

Catalent delivers a business-wide Customer Experience Excellence program that covers 80 countries and multiple languages. 93% of new customers onboarded within 14 days in 2020. Cromwell established a multi-touchpoint VoC program to better understand customer expectations.

VOC 52

VOC Close the Loop Touchpoint Voice of the Employee 52

Confirmit

JANUARY 19, 2021

There is a huge amount of planning going on at the moment so we’ll be ready to hit the ground running when the deal closes, but until then, we remain committed to providing the excellent product and service quality that our customers expect. Voice of the Customer Voice of the Employee Market Research Company.

Voice of the Employee 52

Voice of the Employee Voice of the Customer Innovation Technology 52

CX Journey

JUNE 22, 2017

Traditionally, most of these voices have been captured through surveys or some other structured form that was initiated by the company, i.e., companies asked customers to provide feedback. This is a great time to set the tone for employees. Don't have a formal onboarding process? It's time to get one!

Customer Journey Map 69

Customer Journey Map Voice of the Customer VOC Social Media 69

CX Journey

NOVEMBER 10, 2015

We then use the results to better frame our training efforts and to provide other (the right) tools needed to ensure employees have a clear line of sight to customers and are equipped to deliver the experience we need (and customers want) them to deliver. Voice of the Employee : Listen to employees.

Government 73

Government Customer Journey Map Social Media Voice of the Customer 73