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How Discover Card Uses Voice Of The Customer To Improve Digital Experience

The Experience Maker
How Discover Card Uses Voice Of The Customer To Improve Digital Experience
By Dan Gingiss • Issue #18 • View online
Discover Card is a leading credit card issuer in the United States and also my employer from 2006 to 2015. My last role there was head of digital customer experience and social media. During my tenure in that role, we launched many new digital initiatives and features, but we also used Voice of the Customer (VOC) and Actions of the Customer (AOC) data to identify and eliminate customer pain points…. KEEP READING

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