Consumers are increasingly staying silent about their experiences, and simply switch brands after negative interactions. 

With response rates continuing to decline, how can CX leaders future-proof their programs to listen deeper and wider? How can you capture actionable insights not only from where customers speak up (like social media and review sites), but also from key channels like digital and the contact centre where silent frustrations often go unnoticed? 

This webinar will explore how to modernise your VOC program. We’ll explain the business impact of evolving your listening program beyond surveys, and the steps to take to make it a reality.