Empathy Fuels Today’s VoC Programs

Empathy Fuels Today's VoC Programs

Voice of the Customer (VoC) captures a customer’s expectations, preferences and aversions and tunes your customer experience (CX) activity accordingly. While VoC has been an important component of CX programs for years, COVID-19 has dramatically changed both its importance and its challenges. Janey Whiteside, chief customer officer for Walmart

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