Listening 2.0: Modernising your VOC program beyond surveys

Consumers are increasingly staying silent about their experiences, and simply switch brands after negative interactions. 

With response rates continue declining, how can CX leaders future-proof their programs to listen deeper and wider? How can you capture actionable insights not only from where customers speak up (like social media and review sites), but also from key channels like digital and the contact centre where silent frustrations often go unnoticed? 

This webinar will explore how to modernise your VOC program. We’ll explain the business impact of evolving your listening program beyond surveys, and the steps to take to make it a reality. 

In this webinar, you’ll learn: 

• How leading brands are modernising their VOC program to listen everywhere 
• Step-by-step guide on where to start modernising the program. 
• How to evolve VOC programs to demonstrate impact. 
• The role AI can play to future proof your program and accelerate actionability.