Activating the voice of the customer to accelerate experiences

CX leaders at Volvo Car UK and Volvo Car Sweden, give us an inside look into how Volvo is actioning the voice of the customer to enhance CX

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Chanice Henry

2019 was a prosperous year for Volvo Cars. The brand achieved solid sales momentum, global volumes saw a year-on-year increase of just over seven per cent for the first nine months of the year with just over half a million cars sold.The automotive brand also received recognition in the 2019 CX Elite Awards at MaritzCX's annual CXForum in London. Its innovative approach to action planning saw Volvo win the award for Best CX Transformation.Realising that frontline employees drive CX results,...
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