Lesson #15 Revisited: You Can’t Do This Alone – Building the Right Internal Team for VoC in the Age of AI
PeopleMetrics Blog
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15h ago
No matter how talented you are as a customer experience or market research professional, you need a team to build and sustain a world-class Voice of the Customer (VoC) program ..read more
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Lesson #14 Revisited: Voice of Customer (VoC) Communications in the Age of AI - A 2025 Perspective
PeopleMetrics Blog
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3d ago
Back in 2017, I wrote about the critical importance of communication in Voice of Customer (VoC) programs ..read more
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Lesson #13 Revisited: Show Me the ROI—How AI is Making the Business Case for VoC Even Stronger
PeopleMetrics Blog
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6d ago
If you want leadership to invest in VoC, there’s only one surefire way to get their attention: show them the money ..read more
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Lesson #12 Revisited: Leadership Buy-In is the Lifeblood of VoC—AI Won’t Change That
PeopleMetrics Blog
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1w ago
If there’s one truth about VoC that hasn’t changed, it’s this: without leadership buy-in, your program is dead on arrival ..read more
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Lesson #11 Revisited: Where You Start with VoC Depends on Where You Are—And How AI Can Help Along the Way
PeopleMetrics Blog
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1w ago
When I first wrote Listen or Die, I outlined how organizations typically fall into one of three VoC phases: Building, Growth, or Optimization ..read more
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Lesson #10 Revisited: B2B VoC vs. B2C VoC—AI Enhances Both, But the Human Element Still Matters
PeopleMetrics Blog
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1w ago
When I first wrote Listen or Die, one thing was clear: B2B and B2C VoC programs are not the same ..read more
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Lesson #9 Revisited: VoC Replaced Old-School CSAT Tracks—Now AI Is Taking It Even Further
PeopleMetrics Blog
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2w ago
When I wrote Listen or Die in 2017, we were witnessing a major shift in how businesses captured customer feedback.   ..read more
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Lesson #8 Revisited: The Convergence of VoC and Market Research in the Age of AI
PeopleMetrics Blog
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2w ago
In Listen or Die, I highlighted the distinct purposes of Voice of Customer (VoC) programs and market research ..read more
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Lesson #7 Revisited: CX Is Not the Same as Customer Service—AI Is Transforming Both
PeopleMetrics Blog
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2w ago
In Listen or Die, I emphasized that customer service (CS) and customer experience (CX) are not interchangeable. But they often are thought of as the same ..read more
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Lesson #6 Revisited: NPS Isn’t Enough—AI Helps Identify the Actions That Improve CX
PeopleMetrics Blog
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3w ago
When I wrote Listen or Die in 2017, I made the case that NPS is invaluable for understanding the overall health of your customer relationships, but it’s not enough—especially in a transactional VoC survey ..read more
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