Bio
Phan Ngoc Minh, CCXP, is a Vietnam-based CX leader and Principal of a boutique CX consulting firm. She spent 10 years in a B2B experience management agency delivering VOC, research, and service quality programs for enterprise clients across multiple industries, including logistics, F&B, retail, fashion, automotive, and aviation. She also has hands-on experience in telecom and technology, partnering with product teams to shape digital app improvements and go-to-market decisions. Minh is Vice Chair (Professional Standards) of the XMGlobal Hanoi Chapter and founder of the nonprofit CX #PayItForward community in Vietnam, dedicated to growing the CX profession and inspiring CX practitioners nationwide.
Session Summary
From VOC to Stakeholder Intelligence: Triangulation That Drives Action
Many organizations run VOC programs but still struggle to turn insights into decisions and measurable improvements — because VOC alone doesn’t reveal cross-functional root causes, ownership, or execution gaps. This session shares a practical, case-led playbook for moving from VOC to Stakeholder Intelligence by triangulating qualitative and quantitative evidence across the end-to-end journey (customer feedback, mystery shopping, frontline reports, complaints, and ticketing data).
You’ll learn how to:
* Align taxonomy,
* Connect signals to root causes, and
* Operationalize inner/outer loops so insights reliably
* Drive action fast fixes and systemic improvements at scale.
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