Enhancing customer understanding through effective VoC programs

In the current business landscape, there is growing recognition in the tech industry of the value of implementing VoC programs as part of a broader effort to prioritize customer needs and enhance the customer experience. While customer success and support teams focus on driving product usage and solving issues, VoC programs centralize customer feedback to better understand their needs, wants, expectations, and challenges with your products. VoC is a key component of customer experience that focuses on creating programs that offer visibility to customer and prospect feedback across the organization, allowing every team to make informed decisions. Despite the obvious benefits of these programs, organizations are still working to establish the framework and identify the technology needed to make them possible.

Although technology has made significant progress, including advancements in big data, AI-powered analytics, and generative...