Published: 19 January 2024
Customer service and support leaders struggle to influence strategy across the enterprise. By sharing VoC insights captured by their team, leaders can demonstrate the value of their function, influence the decision making of other functions, and turn customer service into a VoC intelligence hub.
Voice of the customer (VoC) data gathered by customer service can impact the strategies of other functions, such as sales, marketing, operations and product management. Successful service leaders capitalize on this resource to influence decision making across the enterprise.
Service leaders lack a fit-for-purpose strategy to actively listen for customer sentiment that applies to other functions. As a result, they communicate insights in an ad hoc manner, focusing on the things they think other functions care about, but often missing opportunities to share insights of real value.
Poor cross-functional collaboration prevents valuable insights from reaching the most appropriate and relevant
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Analysts:
Brian Weber, Deborah Alvord, Daniel O'Sullivan, Christopher Sladdin
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