Traditionally viewed as a tool to improve product, Voice of the Customer (VOC) programs have evolved into a powerful tool for Customer Success—revealing friction points, surfacing expansion opportunities, and strengthening the customer relationship across every stage of the journey. In this session, we’ll explore how a CS-driven VOC strategy, powered by 6 key metrics metrics can uncover both internal areas for improvement and external signs of customer risk. We’ll also examine how categorizing feedback across multiple dimensions (think: effort, satisfaction, value) creates a more actionable, nuanced view of customer health. Attendees will learn how to: - Translate VOC data into renewal and retention strategy - Equip cross-functional teams with insights that drive change - Use survey follow-ups to deepen executive relationships and demonstrate value - Bring VOC into cadence calls and QBRs as a strategic, customer-facing asset Whether you're launching a VOC program or evolving an existing one, this session offers a practical look at turning customer feedback into cross-functional momentum—and long-term loyalty.