Voice of the Customer
Voice of the Customer (VoC) refers to gathering and understanding customer feedback and insights to improve products, services and overall customer experience. VoC programs involve collecting customer opinions preferences and expectations through various channels such as surveys, interviews, social media and reviews.
By analyzing this feedback, businesses can gain valuable insights into customer needs and perceptions, enabling them to make data-driven decisions and prioritize initiatives that directly impact customer satisfaction.
Implementing a robust Voice of the Customer program requires businesses to listen actively to customer feedback, both positive and negative, analyzing it for actionable insights and responding promptly to customer concerns.
Check out our Voice of the Customer resources below.
The Net Promoter Score (NPS) guide
October 01 by CX Network
Get to grips with NPS and its role in measuring customer satisfaction in this guide.
Have your say on the Global State of CX in 2025
October 17 by CX Network
Share your experiences with CX Network and help our wider community understand what's happening and what the future of CX is likely to hold
Solving the problems facing consumer insights
September 18 by Melanie Mingas
CX Network talks to author Brett Townsend about elevating insights and meeting the demands of a Veruca Salt culture
Which is most valuable: Solicited or unsolicited customer feedback?
March 19 by Annette Franz
Customer feedback is the life blood of a customer-centric organization. Annette Franz, CCXP, founder and CEO, CX Journey Inc., explains where to find it and how to put it to work
Decreasing churn: How to use win-loss analysis to effectively drive net retention
February 22 by CX Network
Watch this session from All Access: Voice of the Customer 2024 to learn how win-loss analysis can aid customer retention in times of economic strain.
Measuring true VOC: Real-time insights powered by AI
February 22 by CX Network
Watch this session to learn how AI can revolutionize your approach to customer insights in the contact center,
Connected Customer Journeys: How Shoe Carnival and Verint bridge digital and in-store CX
February 22 by CX Network
Watch this session to learn how Shoe Carnival turns customer insights into action across omnichannel experiences.
Who owns the Voice of the Customer?
February 13 by Musa Hanhan
Why VoC programs must be adopted by the whole company and not just the CX team
Voice of the Customer tips from a global business
October 26 by Leila Hawkins
How one of the world’s biggest dairy exporters built a successful Voice of the Customer program
What is Voice of the Customer (VoC)?
October 05 by CX Network
CX Network's guide to Voice of the Customer (VoC) programs
5 crucial steps for implementing a Voice of the Customer (VoC) program
September 26 by Rhiannon Chandler-Day
How to implement a successful Voice of the Customer program in 5 steps
Devising and leading a multistakeholder experience strategy
August 25 by Melanie Mingas
Sinead Hourigan, the global head of CX for recruiter Robert Walters, explains how she devised and executed a multistakeholder strategy for clients, candidates and colleagues
