Is your VoC platform built for what’s next?

Why CX leaders are reassessing their VoC strategy right now? VoC used to just mean collecting feedback. Now it means driving meaningful action across the entire enterprise. And the platforms that can't make that shift are already falling behind. At the same time: 1) AI is exposing gaps between insight and execution 2) Customer expectations are shifting from periodic feedback to real-time responsiveness 3) Vendor strategy, roadmap clarity, and stability are becoming critical decision factors. For CX leaders, this creates a clear inflection point: Is your current VoC platform built to keep up or hold you back? In this session, you’ll learn how the VoC market is evolving and which forces are reshaping customer feedback platforms and expectations. We’ll explore the hidden risks CX leaders are beginning to identify, including operational gaps, platform limitations, and vendor dependencies. You’ll also see what modern VoC looks like in practice, how AI-native platforms accelerate the shift from insight to action and measurable impact, and how to evaluate your current foundation to identify early warning signals before your next renewal decision.

Anmeldung

Speaker

Sonal Singhal is Director of Product Management at Sprinklr, where she leads the Customer Feedback Management product. With a background spanning enterprise software, management consulting, and design thinking at IDEO U, she brings a rare cross-disciplinary lens to the VoC space. Her work focuses on how AI-native platforms can close the gap between customer signal and business action - at enterprise scale. Sonal holds an MBA in Strategy and Marketing from Emory University's Goizueta Business School.

Stefan Kolle (Practice Lead Advisory & futurelab | infinit.cx) has been working as a customer strategist, customer advocate, customer listener, NPS practitioner and innovator for over 20 years. He develops practical ideas and concepts that enable companies to create a great customer experience – and that pays off: more loyal and happier customers who are more likely to recommend the company to others. His motto: ‘Cut the crap’.