The key differences between CX programs that succeed and those that don’t are VoC programs that focus on capturing insights to measure CX, distributing actionable insights, driving improvements based on insights, and ensuring people across the organization have the skills, support, and motivation they need to drive action.

In this brief Topic of the Month presentation, Moira Dorsey, Principal XM Catalyst, introduces the framework for thinking about VoC programs and three core competencies that are especially relevant to success.

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