Working towards a robust VoCA program can clearly separate customer experience leaders from laggards. According to Forrester, customer experience leaders grow revenue five times faster than CX laggards, drive higher brand preference and brand referrals. A Harvard Business Review article How the Meaning of Digital Transformation Has Evolved also backs the measurable value of a VoC strategy: Top performers in a (PwC) surveythose reporting revenue growth and profit margin increases above 5% for the past three years and expected revenue growth of at least 5% for the next three yearshave a better understanding of the human experience that surrounds digital technology. These companies prioritize user experience specialists and creating better customer experience through their digital initiatives.
Voting 0
