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TOPIC: CX - We get where the future is at but how do we get there?

Customers have both been pushed and have pulled us to meet their rising and adapting expectations over the last 10 years. Post-pandemic, those expectations continue to adjust. We have an opportunity to affect real change as we work towards a post-pandemic future. The ‘roof is off the house’ and we have the chance to move the walls to better accommodate shifting requirements for both businesses and customers.

Understanding how your organisation connects and relates to customers requires different thinking. Capturing customer feedback regarding your organisation, product, or service, and using the insights to help create and improve customer experience will be critical for the voice of customer to lead successful and meaningful change.

Using this survey, in partnership with HGS, we want to understand your approach to listening to voice of customer, the strategic influence of customer service and CX in your organisation and how you measure success.

All responses will be treated in the strictest confidence and no individual comments will be shared without express, prior permission.

The survey should take around 8-10 minutes to complete. Thank you in advance for your time and we will be sharing the results in the coming weeks.

Please don't hesitate to get in touch should you have any questions.

Best regards
Pauline Cochrane
Head of Research & Partnerships
T: 07971 042408
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