Why connected customer listening is so important How can you respond to their needs? Most companies agree about the importance of harnessing VoC to drive CX improvement. However, few do this effectively with the same consistency across each and every channel. In other words, they listen but in a disconnected way. To provide enriching omnichannel CX, you need to listen to your customers consistently across all channels and act on what they say. Although far from an easy challenge, it’s also far from impossible if you allocate resources correctly and implement the necessary processes. What’s more, the rewards are lucrative if you get it right.
