Vosker - Publication-4-Winner

VOSKER was chosen as a winner of CXPA’s first-ever “Council’s Choice” award

The Customer Experience Professionals Association (CXPA) recently recognized VOSKER by awarding us with the Council Choice Innovation Award. This award honors the work of professionals and their organizations as they worked to drive customer-focused innovation over the past year.

Presenting for VOSKER, Sabrina Tremblay, our Customer Experience & Insights Director, spoke about how we could handle the high volume of customer calls that was a result of our hypergrowth between 2018-2021. Customer Centricity being at the core of our work, we had developed a two-pronged approach to understand their needs and wants.

We simultaneously worked on interviewing and surveying our customer base as well as our internal teams that often worked with these customers. After a massive number of surveys, in-depth interviews, market research, and workshops, we integrated the feedback into building our new product that was announced in January. Even before the product release, we received a massive influx of feedback from the customers thanking us for listening to their needs, we achieved an increase in our CSAT scores and NPS results the day following the announcement!

The CXPA award acknowledged this strategy of Customer Centricity that is geared towards simplifying processes and interactions- because easier and more efficient is better for our customers and our people.

We’d like to extend our appreciation for all our customers and our dedicated internal team who came together to make this happen.

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