VOC – listen understand and RESPOND
The rapid and accelerating pace of change in customer behaviour and the need for organisations to evolve their Voice of the Customer and Voice of the Employe strategies to keep pace with that change were recurring themes in Engage Customer’s latest Directors Forum.
Delegates heard of the huge disconnect that exists between organisations and their customers when it comes to VOC. Research shows that while nine in ten organisations express a commitment to the importance of VOC only one in four customers feel they are being listened to.
An excellent opening keynote from lead Forrester anaylyst Joana van den Brink-Quintanilha set the stage and was followed by case studies from organisatins as divers as Affinity Water, Lebara and Sliderobes.
Delegates at the event sponsored by Confirmit, InteractiveIntelligence and Moxie Software heard of the huge amount of work that needs to be dne by organsations to properly engage their customers and their employees through listening, understanding and responding to them across channels.
An hour long panel debate chaired by Engage Customer editorial director Steve Hurst teased out many of the key issues surrounding VOC including the increasingly use of the mobile channel by customers and the increasingly critical role that customer analysis and real time feedback is playing.
A video of the event will be available soon at www.engagecustomer.com and a full report plus downloads of the presentations will be in the next issue of the magazine. Registered delegates will of course get these well ahead of the magazine’s publication next month.
Full video of all presentations available soon.