The CX Leader Podcast: The Influence of Technology on CX

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Learning From Employees

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We can’t burden our customers with multiple surveys, so where can we turn for practical insights? One of the best sources is right in front of us – our own employees. Too many companies overlook the potential of harnessing valuable VOCE – Voice of the Customer Through the Employee, making it an underutilized resource for capturing insights. Customer-facing employees can provide a wealth of customer intelligence as they have firsthand knowledge, they’re easily accessible, and they have a vested interest in your company’s success.   

In this webcast we will discuss: 

  • How VOCE works – different methods for gathering insights from employees
  • How to encourage participation and make the most of your employees’ knowledge
  • How to avoid common mistake which can discourage employee engagement
  • How to combine VOCE with other methods to form a comprehensive approach
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