Fueling strategic conversations to drive transformation
Mirjam de Groot ?shares how the Voice of Our Clients' (VOC) rich insights drive strategic discussions with clients, helping them to advance their digital transformation maturity and fuel innovation and collaboration.?
The VOC program is an extremely valuable tool that facilitates deep dialogue with our clients. It allows us to pause our day-to-day conversations and instead focus on our clients' challenges and future priorities.??
Rich insights underpin strategic discussions
In 2022, we spoke one-on-one with nearly 1,700 business and IT executives across the industries and geographies we serve. Our clients find real value in the depth and breadth of our insights and the best practices they can learn from their peers. The insights we share are based on anonymous, aggregated data.
When we return with our findings, we deep-dive into the results, ensuring our analysis drills down to topics most relevant to the client's context and strategic priorities.
I have not met a client who says they don't have the time for a VOC discussion. In fact, it's quite the opposite. These conversations are never confined to just an hour; sometimes, they extend to 2-3 hours. Our clients make the time for VOC conversations because a high level of trust underpins our relationships and because our clients know we're not there to "sell" them anything.?
We're really there to listen and understand.?
When we return with our findings, we deep-dive into the results, ensuring our analysis drills down to topics most relevant to the client's context and strategic priorities. This enables us to have the right discussions that offer the most value. Clients often include their stakeholders during these follow-up conversations to broaden the discussion.
Insights that help clients advance their digital transformation maturity
VOC insights form the foundation to initiate both strategic and operational discussions within the client's organization. They are also an opportunity for clients to share some of the challenges they face in affecting change within their organization. For example, a retailer had two different point-of-sales (POS) systems. When the client executive took over his role as CTO, he wanted to implement a new POS to bring more efficiencies, better data integration across systems and improve the overall customer experience. But despite the benefits, implementing a new POS was challenging from a change management perspective.
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VOC insights form the foundation to initiate both strategic and operational discussions within the client's organization.
As part of the VOC readout, where our client and his stakeholders were present, we shared insights on how other organizations view and handle change management. This led to a discussion on customer experience, identifying and understanding the customer, followed by a focused discussion on POS systems and their role in improving the customer experience. Based on our insights, we also helped the client build the new POS business case.?
Cross-industry learnings fuel innovation and collaboration
Our clients also see immense value in the cross-industry findings that come to light from the VOC program. For instance, from the banking industry, which is much further ahead in customer experience innovation, there's much that the retail industry can learn. An example is the use of conversational AI to connect with customers. Such insights help our retail clients identify similarities and gaps to fill.?
The airline industry is another example. Airlines are constantly looking for ways to use real-time data to understand customers better, share information and provide tailored services and experiences. This is highly relevant to the retail industry as well. We recently facilitated a meeting between an airline and a retail client to discuss synergies and learnings. Our VOC findings and cross-industry expertise enable us to facilitate such collaborations, build synergistic ecosystems and act as a trusted advisor to our clients.?
Learn more about how the VOC program can help you gain insights you can act on
Every year, CGI leaders meet with business and IT executives to gather their perspectives on the trends affecting their enterprises. These industry insights - including the attributes of digital leaders - lead to actions to best satisfy the needs of your customers and citizens.
Voice of Our Clients gathers our clients’ perspectives on the trends affecting their enterprises. Learn more about the?VOC program .
More insights from leaders around the world
Several CGI leaders and experts around the world share the value the VOC program brings to their clients in this article series:
Vice President at CGI, Global Industry Lead Retail Consumer Services
1 年The insights we share with our clients are based on over 1600 in depth conversations with our clients. You can imagine the width of different challenges they have to face in these uncertain times. We are getting ready to share the 2023 year's results.