Structured surveys are the workhorse of customer experience (CX) measurement programs, but often fall short when it comes to capturing real time insights about the totality of an experience. In this episode of CX Cast we invite guest Paul Hagen, head of Customer Experience and Innovation Strategy at West Monroe Partners back to the podcast to discuss the evolution of voice of the customer programs from 20-question surveys to real-time, predictive tools that drive insights. We also discuss what makes a mature voice of the customer program. For more on this topic, check out Forrester's reports "Beyond Surveys: New Tools For More Effective CX Measurement" and "How To Drive Action With Your VoC Program" as well as Paul's blog and bio at West Monroe Partners.

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