The way your Customer Experience initiative is designed needs to be intentional. Here are some helpful building blocks to follow:
Goals: VoC architecture should be built with the overarching goals and objectives in mind.
Team: The foundation is your team. Having the right people involved is critical in driving the effort and improving the customer experience.
Relevant: It needs to be intentional and relevant - aligning with your customer strategy.
Insights: It should provide a single....