Building a VoC program from scratch the help of communication and culture change
How Cambridge University Press & Assessment built a VoC program from the ground up
05/18/2023
Five years ago, Cambridge University Publishing took on a new challenge to improve its customer services by building an effective VoC program from scratch. As a business with roots going back to 1534, this represented a monumental undertaking.
At All Access: Voice of the Customer 2023 Vanessa Milan, VoC manager at Cambridge University Press & Assessment, discussed how she has spent the last five years developing the publisher’s VoC program through culture change and communication.
Milan offered advice on where to start with VoC research, actioning your findings and increasing CX capability with communication and culture change.
