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Customer Experience Live

Executive Development Program


How to Deliver Excellence In Your Voice of Customer Programs

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Why Voice of Customer is critical to enhance your customer experience?


Voice of Customer programmes are in the spotlight within organizations, as they become increasingly important to deliver outcomes and redefine core business strategies.

The two-day Voice of Customer Masterclass is intended for individuals who have responsibility for or are involved in CX management processes, quality management and continuous improvement initiatives within their organizations.


The masterclass is also beneficial if you are wishing to acquire a greater understanding of a tried and proven methods to respond to the ever-increasing customer expectations.

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VoC programmes are important in current situation

VoC focuses on customer needs, expectations, understandings, and product improvement. VoC programmes have become more important over the years and are becoming an increasingly important part of organizations core business strategies.

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Developing growth strategies based on customer feedback is vital

Capturing and acting on customer feedback is critical to understanding the customers’ wants and needs, determining areas of service or products that require improvement and to ascertain how to ensure customer loyalty going forward.

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VoC is one of the three important voices of CX measurement

VoC is one of the three important voices of CX measurement, the other two being Voice of Employee and Voice of Process.

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Key Learning Objectives

Lunch Meeting

Who is it for?

Executives responsible for:

  • Customer Service

  • Customer Happiness

  • Customer Experience

  • Customer Support

  • Design Thinking

  • UX/ DX

  • Contact Centers

  • Strategy and Insights

  • Customer Care

  • Operational Excellence

  • Performance Improvement


Day Two

  • Roles & Responsibilities

  • Communication & change management

  • Closing the loop & the 5 A’s

  • Governance

  • Implementation and roll-out

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Day One

  • Introduction

  • What is Voice of Customer (VoC)?

  • Common Customer Feedback types (NPS, CSAT, CES)

  • Feedback channels

  • Prerequisites for starting a VoC program

  • Scope

  • Executive buy-in

Highly interactive format

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Practical Exercises
Architecture Model Sketching
Developing Project Plan
Flow Chart
Developing Communication Plan
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Sectors of focus

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Oil & Gas


Banking & Finance

Family Conglomerates





Contact us to reserve your place

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