Voice of Customer DMM

The business problem

Many organizations collect large volumes of customer feedback but struggle to turn it into action. Insight is often disconnected from operational context, inconsistently governed across regions, and used primarily for reporting rather than prioritization and decision-making.

Core challenges include:

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Feedback collected but underused
Data gathered, but insights rarely drive change
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Insight disconnected from operations
CX insights don’t translate into operational improvements
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Inconsistent approaches across markets
Different methods reduce comparability across markets
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Limited clarity on CX drivers
Hard to pinpoint what truly drives CX outcomes
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Actions unclear or untracked
Improvement actions lack ownership, tracking, and closure

Our solution

Sonata CX Voice of Customer programs capture feedback across physical, digital and post-interaction touchpoints, then connect sentiment with operational context. Designed for multi-market organizations, VoC identifies drivers of satisfaction and dissatisfaction and supports prioritized, governed action through integration with the GDX platform.

Solution pillars include:

  • Journey-aligned feedback programs
  • Multi-channel data capture
  • Driver and segmentation analysis
  • Prioritized action through GDX
  • Central governance and consistency
Analytics Discussion

Key features

Surveys aligned to priority journeys
Align surveys to the journeys that matter most
Transactional and relational feedback
Combine interaction-level and relationship-level feedback programs
Multi-channel data collection
Collect feedback from multiple channels in one system
Driver analysis within GDX
Reveal what drives outcomes using GDX analytics
Segmentation by channel and market
Compare insights by channel, market, and segment
Trend monitoring across regions
Monitor changes and emerging issues across regions
Action assignment and tracking
Assign owners and track actions to closure

Benefits and outcomes

✓
Clear CX driver visibility
See what drives CX performance and outcomes
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Prioritized improvement actions
Focus teams on highest-impact improvements first
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Consistent insight across regions
Ensure comparable CX insights across all regions
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Faster issue identification
Spot issues early and respond with speed
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Stronger CX governance
Improve oversight with standard governance and accountability
Team discussion

Client success stories

Thought Leadership 
and Insights