Tag Archive for: VoC

Peter Lavers

Are there any good reasons for delaying a CX listening or improvement programme?

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Timing always seems to be an issue with new voice of the customer (VoC) surveys, capability building, and customer experience (CX) improvement programmes. I often hear “l… Read more
Joined Up voice of the customer
Peter Lavers

Joined up Voice of Customer and Staff Studies

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In my many years as a practitioner and consultant in the field of Customer Management I’ve often wondered why business treats its Voice of Customer (VoC) and Voice of Employee (VoE… Read more