Voice of the customer, whos job is it?

Customer-centricity is not a new concept, but it has taken on increasing importance in today’s business environment, marked by empowered consumers
who want to interact with a brand on their own terms.

For many organisations, the challenge lies in fi nding innovative ways to capture the “voice of the customer” and infuse customer insights across all business functions, from the point of sale to the call centre, in order to create business value. Click here to read the full article by Economist Intelligence Unit.