Jason Roberts, Protiviti Managing Director, and Bryan Comite, Protiviti Managing Director
In a digital world, the voice of the customer (VoC) provides critical information to company leadership about how they need to adjust and drive their strategic priorities. But how can organizations ensure that they are listening to the VoC and delivering the customer experience (CX) that will position them as leaders?
Like every other business area, CX is subject to risk - whether that risk stems from inconsistent communication processes, high employee turnover or gaps in data security. An honest, objective, structured assessment can help companies align their goals, close gaps and ensure that CX is a key element of the organization’s overall strategy.