Gartner Research

Build a Voice-of-the-Customer Strategy to Harness the Power of Customer Data

Published: 25 February 2019

ID: G00362620

Analyst(s): Augie Ray


The right VoC strategy can deliver rich customer insights for a better customer experience, driving stronger outcomes and reducing brand risks. To maximize VoC impact, customer experience leaders must define how to use customer data, who to involve in planning and what skills to prioritize.

Table Of Contents
  • Key Challenges



  • Step No. 1: Assess How VoC Data and Insight Could Be Used
  • Step No. 2: Inventory, Identify and Fill Skills and Resource Gaps
  • Step No. 3: Define Your Operating Model and Recognize Necessary Interdependencies

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