VoC Myth Busting: Ep. 04
Ian Golding: Should CX managers ask colleagues how satisfied customers are?

In this episode of VoC Myth Busting, Darren asks whether CX managers should be checking in with colleagues to gauge customer satisfaction.

Ian shares why employee insight is a valuable, often missing voice in customer experience work and how employee perception can reveal gaps in CX measurement.

Here’s what we cover:

• Why employee perception matters
• How to capture internal insights effectively
• The link between employee and customer views
• What to do when perceptions don’t match

If you work in customer experience, operations or leadership and want to tap into employee insight as part of your CX strategy, this episode offers ways to capture internal knowledge and align it with customer truth.