It’s taken a while, but over the last few years, customer experience has hit the mainstream – and for good reason. Furthermore, organizations have realized the value a Voice of the Customer (VoC) program plays in delivering insights into the customer experience so more structured practices and initiatives are being developed. VoC is now a fundamental part of a well-rounded CX program, regardless of industry.

The growing importance of CX isn’t surprising. After all, it’s well recognized that for many....

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