PEX Week 2013 Session: Transforming feedback into opportunity

The rise of empowered and impatient consumers on one hand and increasing global competition on the other means that the businesses of the future must  differentiate themselves through improved understanding of their customers. Yet, in a recent survey conducted by PEX Network, over 70% of companies said that their use of Voice of the Customer data for organizational decision making was ad hoc or non-existent.

In this PEX Network video, Diana Davis, editor of, describes the new reality that confronts businesses and explains why companies must get much better at listening to their customers.

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