Tag: voice of the customer

Volkswagen UK, Medallia and Ipsos Collaborate to Redefine Customer Experience Measurement

The UK’s automotive market is a chaotic place to do business, with cyberattacks, brands flopping between EVs and traditional models, and SUVs lined up a tempting target for increased taxation. Yet, among the corporate and production threats, every car brand...

IATA Offers Airline CX Training on Data and Insight Use

The airline industry continues to focus on digital CX metrics and using data-based insights but for large swathes of the market, there can be little internal formal knowledge about the benefits and use cases. The International Air Transport Association (IATA)...

ADIB Is Setting a New Standard In Customer Listening

For Ma’en Rateb El‑Baz, Head of Customer Experience Factory at Abu Dhabi Islamic Bank (ADIB), customer experience is a collective commitment. Such a mindset helped the bank secure a silver win at the 2025 Gulf Customer Experience Awards in the...

VCCP’s Watermelon Launches Canvas, A Voice of the Customer Platform

June sees many launch and promo events highlighting the power of new software for the CX world. One that grabs our attention at CXM is Watermelon. The CX consultancy has launched a Voice of the Customer (VoC) platform Canvas. It...

Ford Otosan localises global CX playbook

Ford Otosan is a JV between the auto maker and local group Koç Holdings. Henry Ford once told customers for the Model T Ford, they could “have any colour, as long as it’s black.” The industry has come a long way...

Aktif Bank embraces a CX mindset as it expands digital services

In the digital banking sector, where a range of competitive services are a couple of browser clicks away, establishing and growing a customer base requires more than just online functionality. To create a competitive edge, Aktif Bank has spent three years...

Ageas UK CEO delivers profits and customer experience

Ageas has been on a journey. Its decision in February 2022 to sell its commercial insurance business to Axa UK and Ireland for an initial £47.5 million, left the firm committed to its personal line insurance business. To grow, Ageas decided...

APS embeds VoC into heart of operations

APS Bank is leveraging customer feedback to provide a competitive edge. In the last year, the Malta-based bank has captured feedback from the equivalent of 20% of its customer base, via HappyOrNot terminals based in its branches. “This enables us to...

Is it really time for a new definition for VoC?

Last time I wrote about our lack of common definition of VoC, leading to both poor purchasing of platforms and a narrowing of the definition. My biggest worry about VoC is how it is being redefined as surveys. It simply...

VoC platforms aren’t working and here’s why

Voice of the Customer platforms have long been a mainstay in our industry, used by countless Customer Experience Professionals to steer customer journeys and relationships. We have always believed they add great value and are a significant portion of the CX platform market worth of $12.4 billion in 2023.  In my previous article, as part...