Transformation Heroes #11 - How to Improve Your Voice of Customer (VoC) System in 2025 🇬🇧

Reinventing Voice of the Customer in 2025

From surveys to insights to action — a new model is here

Voice of the Customer (VoC) programs have been around for decades. But in 2025, the game is changing.

This episode explores how organizations must rethink the full VoC cycle — from collection to insights to action — in a world shaped by AI, decentralization, and operational pressure.

Forget surveys as your only source of truth. The conversation unveils how reviews, tickets, CRM notes, and even app store feedback are becoming the core inputs of a modern customer intelligence strategy. It’s about tapping into what customers are already saying, without asking them to repeat it.

The episode also addresses how AI isn’t just helping analyze feedback — it’s shaping how action plans are built, personalized, and measured for real impact. No more dashboards collecting dust. Teams get clear, contextual, role-specific recommendations that are actually usable.

From scaling insights across departments to connecting the dots between systems of record and systems of intelligence, this episode lays out a new standard for VoC — one that's actionable by design.

If your customer feedback loop still feels like a report, not a transformation tool, this episode will shift your perspective.
Smart VoC is no longer a nice-to-have — it’s a competitive edge.