In today’s fast-paced and customer-driven market, businesses can no longer rely on assumptions about what their customers want. Voice of the Customer (VoC) is the bridge between customer expectations and business decisions, providing real-time insights into behaviors, preferences, and pain points. Understanding how VoC influences consumer behavior allows organizations to anticipate needs, refine experiences, and create stronger connections with their customers. This session will explore how businesses can leverage VoC to decode consumer decision-making, influence purchasing behavior, and drive customer loyalty. By turning feedback into meaningful action, companies can stay ahead of the competition and deliver experiences that truly resonate with their customers.

Deliverables and key takeaways:
- The Link Between VoC & Consumer Behavior – How customer feedback directly impacts decision-making and purchasing patterns.
- Behavioral Drivers in CX – Understanding the psychological factors that shape customer choices.
- Transforming Feedback into Action – Best practices for analyzing VoC data to influence behavior and improve experiences.
- Predicting Consumer Needs – Using VoC insights to anticipate customer expectations and trends.
- Closing the Feedback Loop – Strategies to turn customer feedback into measurable business impact and loyalty.

Shorouk Ali

Customer Experience Assistant Manager
Boubyan Bank
(Kuwait)

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