Maximizing the value of VoC programs
In Quarter 4 2020, Ipsos’ teams in the UK, France and The Americas convened a roundtable with a cross-industry group of business-to-business CX executives, the second in the series of ‘B2B CX Sessions’. They debated and shared reflections and experiences of the challenges in maximizing value from Customer Experience Voice of the Customer (VoC) programs. Specifically, they discussed how seismic changes in operations due to COVID-19 have presented both challenges and opportunities.
Three key findings were surfaced that transcend industries, customer types and operating models:
- B2B CX: Beyond the foundational VoC programs are increasing in sophistication across organizations
- Four pain points in the VoC journey Common sticking points hold VoC programs back from their full potential
- VoC: An agent of change Apply a CX capability and maturity framework to contextualize improvement plans.
To find out about these findings, please read the B2B CX Sessions report.
About B2B CX Sessions
A series of roundtable discussions with CX practitioners and experts who work in B2B. We’re an inclusive group who debate the key issues facing customer experience in a B2B context. Findings, insights and new best practices are shared with peers across our community with a view to improving the maturity and capability of CX in B2B.