Sessions

The President’s Management Agenda names “Improving Customer Experience” as a major goal. But many government agencies and other organizations around the world have yet to enter the most important gateway to successfully increasing customer satisfaction — formally designing a voice of the customer (VoC) program. Join two CX strategists working to raise awareness for the importance of collecting useful customer feedback, and learn how to design a VoC program that integrates with your planning and design processes. We’ll show you how we got started with VoC programs at USDA and the National Cancer Institute.