This report discusses the importance of capturing the voice of the customer (VoC) in order to stay competitive and create a personalized customer experience across all touchpoints. It highlights the challenges of survey fatigue and the acceleration of new technologies in the market, and provides insights on how to turn customer feedback into actionable insights. The report also includes a case study on how Thomas Cook has accelerated their CX strategy through VoC and an invitation to attend CX Network LIVE in 2018. The author of the report is Zarina de Ruiter, the senior editor of CX Network, and the contributors are Annette Höher-Bäuerle, Charlotte Dunsterville, Dan Bandsholm Erensø, Rodney Assock, and Thierry Derungs.
