On a journey to better understand customers with VoC
Join Liisa Puurunen, VP brand, Customer Experience and new startups at Finnish market leader Elisa, as she shares the firm's journey to better understand its international B2B customers and the role a VoC program can play.
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Liisa talks with Tzachi Ben-Sasson, Organizational Psychologist and Head of Global Voice of the Customer at Amdocs, about how listening to customers is critical, but challenging.
Looking at different voice of the customer programs, she shares Elisa’s journey to better understand its international B2B customers, explaining their achievements, challenges and insights in understanding and acting upon Customer Experience, beyond NPS.
