understand the definition and components of an effective Voice of the Customer (VoC) program within utilities from the experience of Kansas City Water Services (KCWS). In this recording we focus on how KCWS utilized VoC data to make design and process decisions throughout product development, specifically for their customer payment portal and mobile app. In addition, we look at how VoC data is being used to improve the customer experience at other touchpoints, such as the call center, lobby, and in the field.
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