Voice of Customer: What does this REALLY mean?
Voice of the customer. At its core, we can all agree it is exactly what it says – giving your customer a voice – but what happens when you really dig into what VoC means within organizations and how it is implemented? Should we rather be talking about the larger bucket of “Customer Feedback”? Even then, what do we mean by that? What questions should we be asking? Take the trusty Net Promoter Score (NPS) that is more often than not included in any form of VoC. Is this the be-all and end-all of VoC?
Watch a panel discussion that includes Alan Barkwill, MBA, Consumer Research Manager at Farmers Insurance, Stephanie C. Harris, Research Consultant, and Julie-Anne Reda, formerly of Cambia Health Solutions and new VP Product Management at FocusVision as they dig into this hot topic and talk about their views and experiences in the world of Customer Feedback.
In this webinar, we will cover:
- Voice of the Customer – what do we really mean by this term?
- Net Promoter Score – customer feedback’s silver bullet or red herring?
- Customer feedback in an ideal world
Related resources
Step into their shoes: How Foot Locker designs inclusive, multichannel experiences
Step into their shoes: How Foot Locker designs inclusive, multichannel experiences How Foot Locker designs inclusive, multichannel experiences The challenge For global footwear leader Foot Locker, customer interactions were expanding faster than insight could keep up. Feedback and performance data lived in silos — store surveys, digital analytics, app behavior, point-of-sale, returns, and operational KPIs […]
Press Ganey Forsta Named a Leader in the 2026 Gartner® Magic Quadrant™ for Voice of Customer
A CX LEADER IN GARTNER MAGIC QUADRANT Press Ganey Forsta Named a Leader in the 2026 Gartner® Magic Quadrant™ for Voice of Customer Get the full report to see why Press Ganey Forsta was recognized as a Leader – for the fourth consecutive time. Gartner® has once again named Press Ganey Forsta a Leader in the 2026 Magic Quadrant […]
Visionary CX: Specsavers’ journey from traditional to transformational CX
Visionary CX: Specsavers’ journey from traditional to transformational CX Visionary CX: Specsavers’ journey from traditional to transformational CX The challenge For global optical retailer Specsavers, surveys alone were no longer enough. Response rates were dropping, insights were scattered, and teams lacked a clear picture of what customers actually experienced. To keep pace with rising expectations, […]
Learn more about our industry leading platform
FORSTA NEWSLETTER
Get industry insights that matter,
delivered direct to your inbox
We collect this information to send you free content, offers, and product updates. Visit our recently updated privacy policy for details on how we protect and manage your submitted data.
