Much has changed over the past two years in the world of customer experience management. Customer behaviours have shifted. Customer preferences have recalibrated. And customer expectations have altered. But what does all of that mean for organisations that have Voice of the Customer programmes and how have VoC insights changed?

Problems with survey fatigue have been highly publicised – how can organisations address this? Self-service has dramatically risen in prominence, can call centres still be relied upon as a rich source of VoC insights?

In this on-demand session, which is part of MyCustomer’s CX Leader Sessions, we talk to three experts who share their advice and experiences of creating, refining and evolving Voice of the Customer programmes, and answer the burning questions surrounding the new era of VoC.

Among the discussion points are:

Why are VoC programmes more important than ever
How has VoC insight collection changed or evolved in the past two years
What new VoC opportunities and challenges do organisations need to be aware of
What role does the contact centre play in today’s VoC programmes
What can we learn from the VoC programmes built/run by the panelists

Catch up on-demand for key insights and advice from our expert panel.