Were noticing a disturbing trend: industry reports are pointing out that most VOC programs are struggling to prove value. Some reports say that as little as 15% of todays organizations feel their programs are successful. Whats behind that?
Software seems to be getting the blame for the lack of VOC success, but its not always the software thats the problem.
Many companies have the wrong expectation of what software is meant to do in a VOC program. And to make it worse, companies rarely wrap their software investment in the right CX strategy one that guides action and cultural adoption.
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