A resource for customer experience (CX) and experience management (XM) professionals.
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Episodes tagged “voice of the customer”

Small Data Leads to Big Change

Small Data Leads to Big Change

Released: April 28, 2020 6:00 am

CX leaders today are having to make critical decisions on whether they should bother customers for feedback or find other ways to gather insights. Luckily there are tools in our CX toolbox that can help CX pros collect feedback, and unstructured voice of the customer is one of those tools. Host Steve Walker welcomes Cary Cusumano, a certified customer experience professional and principal client partner in customer experience design for Verizon to discuss ways to reconstruct the customer journey without using surveys or other potentially intrusive practices.

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Voice of the Customer through the Employee

Voice of the Customer through the Employee

Released: April 14, 2020 6:00 am

Companies are often hesitant to actively seek feedback during crisis situations and that can affect your customer listen programs. But there are ways in which employees can be a source of customer insights. Host Steve Walker welcomes back Dr. Troy Powell, vice president of strategy as Walker, to discuss how a voice of the customer through the employee program, or "VOCE," can continue to provide a means to listen to customers without actively soliciting feedback from customers.

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