Gartner Research

How to Operationalize Your VoC Program

Published: 05 March 2018

ID: G00352241

Analyst(s): Jim Davies


"Voice of the customer" as a discipline is growing in maturity, but the vast majority of organizations have yet to operationalize their programs. To realize the benefits of providing a superior customer experience, application leaders must prepare for an operational approach to VoC.

Table Of Contents
  • Key Challenges


  • Set Up a VoC Governance Framework to Ensure That Everyone Is Aware of Their Responsibilities and the Actions They Can/Must Take
  • Enable Enterprisewide Access to VoC Master Data, But Present It in Context for Users and Support It With Case Management to Support Users in Their Operational Response
  • Plan How Much You Will Rely on External Service Providers Versus Using Internal Resources Over Both the Short- and Long-Term Horizons

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