Closing the customer feedback loop, with Liz Miller

In this podcast, host Gemma Milne chats with Liz Miller from Constellation Research about the importance of capturing the voice of the customer (VOC) for businesses to build their customer experience. Miller discusses how VOC is more than just metrics and explains how a VOC program can work in different scenarios such as customer service or sales. She emphasizes the need to turn VOC data into actionable insights, and also shares strategies for smaller companies to be resourceful with their VOC initiatives. Furthermore, the podcast delves into relevant trends happening now in terms of VOC and other metric-driven initiatives. Ultimately, the podcast highlights how crucial VOC is for businesses to achieve their revenue and growth goals.

Constellation Research's Vice President and Principal Analyst, Liz Miller, has a 27-year marketing background. She focuses on the business demands of today’s chief marketing officer, the evolution of customer engagement and the growing need for new security postures to address threats to brand trust. To stay competitive in the shifting digital landscape and effectively transform business models, Miller recommends adopting proper leadership, technology and business transformation.

Sponsored by Dynamics 365 Customer Voice, this podcast illustrates how empowering sales, marketing and service teams to scale feedback capture and personalize customer experiences can benefit businesses. The podcast concludes by inviting listeners to follow and contact the Connected and Ready podcast on social media.