“The Inner Circle Guide to the Voice of the Customer” is a contact centre and CX research report based on surveys with over 400 UK & US organisations and 1,000 customers from each country. 

Each Inner Circle Guide is available for the US and UK. Updated November 2023.

Our research shows that customer experience has overtaken price and quality in terms of how businesses compete. 

Understanding how customers are thinking, and what they’re actually experiencing when dealing with your business has never been more important. This guide shows you how to capture the Voice of the Customer, and what you can do to keep improving your business.

“The Inner Circle Guide to the Voice of the Customer” gives hard data and guidance on: 

• How to start a VoC programme
• Ownership, stakeholders and roles
• ROI and measuring VoC success
• Key VoC metrics
• Customer feedback solutions
• The Voice of the Employee
• Omnichannel VoC
• Using analytics and automated VoC scoring
• Complaint analysis and failure demand
• Sharing VoC insights and rewarding employees

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