Many organisations have a Voice of the Employee programme and a Voice of the Customer programme, each at different stages of maturity. However, it is rare to see organisations that have evolved their VoC and VoE into an aligned programme. Often these programmes will sit in different parts of the organisation and never the twain shall meet. In this session Confirmit will predict that the Evolution of Voice of the Customer will be dependent on the convergence of these two separate programmes. We will also offer some guidance for those organisations ready to make the leap to the next level in VoC and VoE success.
Phil Durand, Director, Customer Experience Management, Confirmit