Voice of Customer Archives

5 Tips to launching your Customer Experience (CX) Program

January 19, 2026November 25, 2025 by Alvier Marqueses

Launching a customer experience or CX program can be a big task. Knowing some important steps to get your program

January 19, 2026May 20, 2020 by Awais Jan

I have a Voice of Customer (VoC) program, how do I get actionable insights? Over recent years, it has become

December 1, 2025July 10, 2017 by Jeff Carruthers

“Every day in Africa a gazelle wakes up. It knows it must run faster than the fastest lion or it

January 19, 2026June 22, 2017 by Jeff Carruthers

As the world of CX matures, so does our use of tools and data. The humble Customer Journey Map –

March 28, 2025November 29, 2016 by Anchalee Hasty

There are many different theories and methodologies around change management, and in this weeks’ post I won’t be going deeply

March 28, 2025November 18, 2016 by Anchalee Hasty

Often customer experience or advocacy initiatives are driven from the top down, and specific departments are made more accountable than

March 28, 2025July 7, 2016 by Resonate

Clients often ask me about designing an NPS program for a retail environment. Based on my experience, considering the emotional

January 19, 2026June 30, 2016 by Resonate

Australian retailers are facing challenging times. They operate in a highly competitive market place and they are serving consumers that

August 29, 2024May 26, 2016 by Resonate

Many organisations survey their customers asking for feedback on products and services in hopes of closing the loop. Usually this

September 19, 2024May 16, 2016 by Resonate

An overall expertise in CX and VoC is critical to a good and successful partnership. As businesses recognise the value