In her earlier Ecosystm Insight Melanie Disse spoke about how to measure customer experience (CX) success through an effective Voice of Customer (VoC) program.

In this Ecosystm byte, Melanie talks about why every VoC program needs to have an Insight to Action framework at its core, to detect and drive continuous improvement opportunities and positively impact organisations’ bottom line.

Read on to find out more about the “Listen – Analyse – Act” VoC Insights to Action framework. Each phase of the framework has its own challenges, and the success of the entire framework depends on the quality of each phase.

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