• Episode 36 | Marketing Ops, RevOps: What's VOC Ops?

  • Feb 20 2025
  • Length: 39 mins
  • Podcast

Episode 36 | Marketing Ops, RevOps: What's VOC Ops?

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  • Summary

  • Anthony Chang, Business Platform Lead for Consumer Care at Versuni, discusses how contact centers can transition from cost centers to growth drivers by leveraging the voice of customer data. He highlights the role of advanced analytics and collaboration in boosting customer lifetime value and unlocking new revenue opportunities.

    “The missed opportunity lies in the goldmine of voice of customer data, which is more difficult to analyze but ultimately pertains to your specific customers. It’s about the people buying your products and who you could convert into the most loyal consumers if you understand what they want, what they are struggling with, and address those needs specifically.” - Anthony Chang

    Customer Lifetime Value (CLV) is crucial for businesses, enhanced by Voice of the Customer (VoC) insights. Anthony Chang highlights VoC's role in fostering advanced personalization, and improving customer experiences and loyalty. Contact centers are becoming strategic hubs, using VoC data to strengthen relationships and drive growth. Chang emphasizes VoC operations as key to meaningful connections and measurable business success.
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