Confirmit's VoC Guide: How to Capture the Voice of the Customer

Confirmit Team

Confirmit Team

Author Bio

Confirmit’s dedicated teams work to deliver world-leading customer experience, Voice of the Employee and Market Research solutions. 

Author Bio

Voice of the Customer Guide 2018: Turning Insights into Action

Over the past few years, focus on Customer Experience and Voice of the Customer programs has increased dramatically. For many organizations, particularly those for whom product and price differentiation are challenging, Customer Experience (CX) has been touted as the silver bullet that will drive success. CX budgets have grown, Chief Customer Officers been recruited, and a seemingly endless stream of customer surveys deployed.



While, as CX practitioners, we often love to see NPS® scores increase, we need to get our heads out of the analysis and focus on delivering on the promise – real business impact. The only way to achieve this lofty ambition is to become a true catalyst for action – by delivering the right insight to the right people, in the right way, at the right time.

This means putting ourselves in the shoes of our internal customers to understand what keeps them awake at night and what they need in order to start doing something differently. In this guide, we share best practices, case studies and practical advice to help you ensure that your Voice of the Customer program becomes a real catalyst for change across your organization. We look at ways to take change viral, at how small changes can have a big impact and consider ways to prove the Return on Investment, helping to secure the future of your work.

We’re also delighted to include case studies from two organizations who have bucked the trend, delivering both tactical and strategic change that has helped create a more customer-focused culture.

  • The future of Voice of the Customer is about change and ROI
  • How to turn words into action
  • How to ensure that your VoC program drives wider change
  • How to measure the ROI of your VoC program
  • How Virgin Money drives action and success from its insight
  • How Cognita drives change with its VoC

Download the following guide now to help ensure that your Voice of the Customer program delivers on its promise.

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