Question: Why is customer experience so often broken, and what can we do to fix it?

Question: Why is customer experience so often broken, and what can we do to fix it?

Literally the title itself. If VoC initiatives are meant to enhance CX itself how come: There are low response rates in surveys? Why are metrics not working? Negative feedback are more often seen than positive ones. There are feedback data but no action is taken? VoC programs are often siloed. submitted by /u/CXLumoa [link] [comments]