Amdocs Voice of the Customer - A unique approach in B2B CX
Автор: Amdocs
Загружено: 2026-01-19
Просмотров: 45
Описание:
Tzachi Ben Sasson, Head of Amdocs' Global Voice of the Customer program, presents the company's unique approach to customer insights. Amdocs is a $9B market cap, Industry-Leading, multinational corporation serving over 350 service providers across 90+ countries, with 30,000 employees worldwide.
Unlike traditional NPS-based surveys, Amdocs developed a specialized VOC program featuring in-depth one-on-one interviews with key stakeholders conducted by seasoned business consultants. The program addresses the challenge that some of it's customers compete with each other and won't recommend to competitors. Key achievements include 52% response rates, 96% improvement plan tracking, strong correlation between VOC metrics and revenue, and executive-level quarterly reviews. The program has become a competitive advantage, with customers acknowledging its value and R&D teams now fully engaged with customer feedback.
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