I received a call from a CX leader wanting to drive action in her program. I discussed how we use the voice of the customer to create an organizational drive to act, and she stopped me to say “We don’t need more voice of the customer. We know what customers want.” I asked her what Voice of the Customer (VoC) she had, and she referenced how her executives regularly talk with customers. But nobody else does. So, they “know” what customers want.
