Quadrant Knowledge Solutions ‘Market Insights research provides detailed insights to users about the significance of linking VoC and VoE programs to carry out a more comprehensive, detailed, and ultimately successful business transformation.
Organizations are thinking about the way they will respond to the rapid pace of both internal and external changes, as well as the impact these changes will have on their workforce. Organizations should also consider the changing needs of the customer experience. The value of employee feedback cannot be overstated.
VoC and VoE must be combined because the combination produces better results than either deployment alone. In order to address customer issues proactively and provide customers with a streamlined and excellent service experience, businesses must align their customer experience strategies with employee engagement.
Organizations should also consider the employee journey from recruitment to exit, as well as the various events that allow employees to provide feedback. This will allow users to use the same methodology to identify factors that influence driving engagement and productivity and correct them, ultimately resulting in improved CX. This method will assist organizations in determining which activities and initiatives to prioritize with employees in order to improve the customer experience.
According to Preshit Parab, Analyst at Quadrant Knowledge Solutions, Organizations should also consider adding the ‘E’ of employee engagement into the mix that serves to deliver even more business value, not only by improving the organization’s customers’ experiences but also by giving the organization’s employees more reasons to stay with and drive the organization’s CX strategies and goals.
Author
Preshit Parab, Analyst, Quadrant Knowledge Solutions.
