CXN Live: Voice of the Customer APAC – Online Event

The pandemic has added a fresh impetus to Voice of the Customer (VoC) programs. Previously, they were shown to be a key driver of growth with businesses with best in-class VoC programs demonstrating 55% greater customer retention rates, a 23% decrease in year-over-year customer service costs and significantly higher employee engagement rates. Our own 2020 Global State of Customer Experience saw participants indicate that more budget and attention is going toward VoC in comparison to 2019.

Rather than basing decisions on internal bias and corporate gut feelings, brands should let the customers do the talking. Real-time visibility on voice of the customer data will be crucial to brands acting in a timely and relevant manner to overcome customer pain points and capitalize on new opportunities.

With that in mind, CXN Live: Voice of the Customer APAC will be focused on:

• Tools and techniques for capturing feedback from multiple touch points including surveys, customer interviews, social media analysis and how to scale the voice of your customer across multiple teams using human insight
• Leveraging analytics to identify trends and patterns
• Sharing insights derived from the program to the relevant stakeholders, and using it to drive change within the organisation