The Path to Building an Integrated VOC (Voice of Customer) Program


This report highlights the need for organizations to create a more unified view of their Voice of the Customer (VoC) data through an integrated VoC program. It also outlines the building blocks companies must put in place to eliminate silos and successfully integrate the systems capturing customer data.

Highlights include:

  • Complexity in VoC data capture and use costs businesses $1.1 million each year.
  • Best-in-Class are 30% more likely to have developed a unified view of the customer journey.
  • Best-in-Class are 86% more likely to use technology to assist in building a truly integrated VoC program.
  • Only 37% of businesses provide employees with a real-time view into VoC data.