This is CX, Episode 10: An introduction to voice of the customer

In our tenth episode, we begin exploring the foundational Voice of the Customer capability, including what it is, why it’s important, how to build a program for it (including our "LARA" framework), and how to take action based on the feedback. We wrap up by talking about Enterprise Feedback Management (EFM) tools to help execute VoC programs.

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Each episode includes a discussion on a key CX topic, while also highlighting tools that CX practitioners can use, and how CX helps address key challenges our clients are facing.