The Voice of the Customer program at The Guardian Life Insurance Company of America drives its Customer Experience program. Kimberly L. Delaney, 2nd Vice President, Business Services, Project Management Office and Operational Excellence, The Guardian Life Insurance Company of America participated in a fascinating interview with Loyalty360 to discuss her company’s commitment to customer experience excellence. How does the “Voice of the Customer feedback” impact your customer experiences? Our VOC program is a driving....

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