Gartner Research

How to Operationalize Your VoC Program

Published: 05 March 2018

ID: G00352241

Analyst(s): Jim Davies

Summary

"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

Analysis

  • 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

Gartner Recommended Reading

©2019 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client