BOI Payment Acceptance (BOIPA) launched our Voice of Customer (VoC) program in 2016 as a key component of our customer strategy. Together with our CX management partner W5, we started by identifying the relevant parts of the customer lifecycle we needed to measure and track. We prioritized the ‘Recently Onboarded’ and ‘In Life’ journey stages. We also identified ‘Problem Resolution’ as another key ‘moment of truth’.
The initial focus of our....