Gartner Research

CSPs Drive Competitive Advantage by Using Voice of the Customer

Published: 14 April 2014

ID: G00260771

Analyst(s): Charlotte Patrick, Jim Davies


VoC provides communications service providers with insight into customer experiences and can be used to inform improvement programs for competitive intelligence and within co-creation exercises. Customer insight and strategy teams should explore new areas in their search for a more holistic picture.

Table Of Contents
  • Key Challenges


  • What Is VoC?


  • Evaluate and Select VoC Functionality
    • Best Practices From AT&T
  • Develop Methods for Mixing Different "Voices" to Get Richer Insight
    • Sprint's Progress Toward a Hub
    • Best Practice for Bringing Voices Together
    • Two Examples of Bringing Voices Together
  • Create and Establish Tasks for VoC Teams
    • Example of VoC Organization
  • Development of New Channels That Will Become Important Parts of a VoC Implementation

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