From Feedback to Action: Creating a Comprehensive Strategy for Utilizing VoC Feedback to Enhance Customer Experience and Drive ROI
Discover the power of the Voice of the Customer (VoC) in driving Customer Success and enhancing operational benefits. Join Southern California Edison’s Customer Experience Insights and Strategy Team as they delve into creating a comprehensive VoC strategy for data-driven decision-making and improving customer experience. Learn about partnering with process owners to ensure feedback is acted upon, the integration and scaling of SCE’s VOC “close the loop” process, tracking improvements, and collaborating on ROI calculators. Explore how leveraging customer feedback fosters meaningful change, identifies pain points, and supports customer-centric thinking, ultimately driving continuous improvement based on the customers’ voice.
Stacey Rosen-Sturgis, Voice of Customer Lead and Senior Advisor, Southern California Edison
Maria Acevedo, Voice of Customer SME and Senior Specialist, Southern California Edison