​Humility and courage are key to implementing a successful voice of customer (VoC) transformation program, as is a willingness to be open to the fact you might have been wrong, sometimes for years.

The days of quick customer experience wins through digital and mobile innovation are gone and organisations must tackle the more complex task of overhauling their culture in order to find sustainable improvement.

We are entering the era of relationships where the process of understanding what’s happening with customers, then delivering against those needs, is crucial to building brand connections that sustain businesses.

Sydney Water’s move to hatch an innovation lab is helping reframe problems and forms a key part of the utilities’ overarching CX strategy, according to customer experience solutions manager, John Isben.

CX professionals may not like to admit it, but one of the benefits of a low customer satisfaction score is plenty of room for improvement and potential easy wins. But what do you do if your customer satisfaction is already high?

Voice of customer (VOC) programs are becoming increasingly popular with marketers, but there are some general do’s and don’ts to follow if they're going to succeed.

The shift to Bupa as a health and care provider, rather than a simple insurer, is a step closer with the launch of its new messaging direction, ‘Life is a gift. Take care of it’.

It’s no longer good enough to listen to customers just for the sake of listening. In the age of the experience, brands need to listen to improve the customer experience if they have a hope of staying relevant.

There’s a lot of talk that AI is the future, but the capabilities are already being widely used and it’s not really that scary, according to CEO of technology company Sherlok, Elisa Adams.

Rockend has been in the property software game for more than 35 years, providing real estate and strata software solutions to agents and strata managers across Australia and New Zealand. But it’s the group’s more recent voice of customer and employee efforts that are paying fresh dividends.

Village Cinemas’ marketing chief says a 10 per cent increase in its Net Promoter Score is the result of significant investment and cross-divisional support for its voice of customer program.

Greater choice in the superannuation sector means customers are expecting more than just low management fees and high return, they’re expecting a superior experience.

Insurance giant nib announced a new partnership with software company MaritzCX to launch a multi-brand customer experience program to help refine and scale the company’s voice of the customer strategy as part of its wider customer-centric vision across Australia and New Zealand.

​Proving the link between customer satisfaction and employee engagement has become a reality for Volkswagen thanks to a new insights platform.

A voice of the customer (VoC) program can be a powerful way marketers can collect customer feedback, mine that feedback for insights, and then incorporate those insights into business decisions - but what happens when there’s just too much data to manage?

A great Voice of the Customer (VoC) program plays a pivotal role in improving customer experience and creates greater empathy among employees. But what does it take to get it right?

Gaining insight into why customers are opening a new account or purchasing a product has become a reality for Bendigo and Adelaide Bank thanks to the latest advancements in its customer analytics toolkit.