XM Knowledge Base
Voice of the customer (VoC) programs are essential to any customer experience effort. In recent years, VoC efforts have continued to expand and support their organizations; however, going forward they will need to adapt to significant changes in data sources, technology, operational pressures, and consumer behavior. In this report, we identify Six Customer Insight Trends that will reshape VoC programs, share 30 examples that exemplify innovative VoC practices across each of the trends, and describe how companies can lay the groundwork to drive change through three distinct stages.