Driving Customer Success with Voice of the Customer Programs

Author: Robin Gareiss, CEO and Principal Analyst

Not available for licensing.

In all of Metrigy’s research studies, we ask IT, CX, and business leaders how the use of specific technologies have changed the following metrics:

• Revenue
• Costs
• Customer ratings
• Agent productivity

In our Customer Insights and Analytics 2023-24 global research study of 579 participants, we asked about business metric changes derived through Voice of the Customer programs. Those who found above-average improvements in at least two of the metrics were placed in our “success group;” those with at- or below-average improvements were placed in our “non-success group.”

We are then able to see what technologies and practices correlate with the success group, as this report will illustrate.

Table of Contents

• Defining Success
• Changing Agent Roles Drive Increase in Call Duration
• Rules of Engagement: Gathering Customer Feedback
• Multiple Methods of Gathering Feedback is Key to Success
• More Interaction Channels Require Integration
• More Feedback Needed: AI to the Rescue
• Analyzing and Acting on Feedback
• Customer Feedback Delivers Value
• Recommendations for Success