Are you actively listening to your customers? Voice of Customer programs capture feedback across channels, turn signals into insights, and give you the clarity to act—strengthening customer trust, loyalty, and business performance.
The Challenge
Difficulty translating customer feedback into actionable insights, resulting in unsatisfied needs and suboptimal customer experiences
Experience BlastX
Empower your organization to harness voice of customer (VoC) feedback effectively, driving enhanced experiences that resonate with your audience and impact business KPIs
Experience a Different Kind of Consultancy
Your Experience with Us Matters
You’re the hero of this story. We help you collect, connect, and understand customer feedback—transforming it into actionable insights that improve experiences and deepen relationships.
Impact Is Our Measure of Success
Our ‘Make Your Mark’ purpose drives us to turn VoC data into measurable improvements—helping you strengthen satisfaction, loyalty, and long-term business growth.
Partnerships Are Forged
Effective VoC programs require alignment across teams. We partner with you to unify feedback sources, prioritize what matters most, and ensure every voice informs your decisions.
Expertise, Trust, and Tenacity Work in Concert
You expect VoC expertise. We bring that—along with the discipline to analyze complex feedback, uncover meaningful patterns, and stay engaged as you act on what you learn.
We Evolve Together, Creating Real Progress
As customer needs shift, we continue refining your VoC approach—ensuring you stay connected to evolving expectations and always focused on the experiences that matter most.
Voice of Customer Consulting Expertise & Impact
Our Voice of Customer (VoC) expertise helps you turn customer feedback into action—translating sentiment, behaviors, and insights into smarter decisions, stronger relationships, and measurable business impact.
Actionable VoC Insights for Continuous Improvement
Expertise: Designing customer feedback programs that capture unbiased, meaningful data—turning insights into action.
Impact: Improve satisfaction and retention by understanding what matters most to customers and using it to drive loyalty and smarter decisions.
Voice of Customer Metrics Strategy
Expertise: Mapping KPIs to Moments That Matter, aligning VoC with behavioral and operational data for a holistic measurement framework.
Impact: Establish clear baselines and continuous improvement targets that fuel CX growth and business success.
Voice of Customer Program Maturity Framework
Expertise: Defining program maturity stages—foundational to optimized—to help organizations assess, evolve, and future-proof Voice of Customer initiatives.
Impact: Build a scalable, best-in-class Voice of Customer program that keeps pace with customer expectations and industry standards.
VoC Data Collection & Analysis Strategy
Expertise: Implementing omnichannel feedback mechanisms and integrating Voice of Customer with behavioral and operational data for deeper insights.
Impact: Gain a 360-degree view of customer needs, translating raw feedback into meaningful experience improvements.
Integration & Synthesis with Digital Strategies
Expertise: Combining Voice of Customer insights with digital analytics to create a complete picture of customer sentiment and behavior.
Impact: Turn qualitative data into measurable metrics and quantitative results into compelling customer narratives that drive action.
Customer Feedback Loop Optimization
Expertise: Building closed-loop feedback systems that capture, analyze, and act on customer insights in real-time.
Impact: Strengthen trust and loyalty by making tangible experience improvements driven by direct customer input.
Customer Journey Mapping with Voice of Customer Insights
Expertise: Infusing VoC data into journey mapping to pinpoint friction points and optimize key interactions.
Impact: Strengthen customer experiences by targeting high-impact moments that drive satisfaction and retention.
Sentiment Analysis & Emotional Intelligence
Expertise: Using AI-powered tools to measure customer sentiment and uncover the emotional drivers behind feedback.
Impact: Pinpoint moments of delight and friction, using emotional intelligence to refine customer interactions and build trust.
Voice of Customer Program Development & Management
Expertise: Establishing scalable, long-term VoC programs through tool selection, governance, and continuous feedback integration.
Impact: Foster a customer-centric culture where insights fuel ongoing improvements and sustained business growth.
Employee Engagement with Voice of Customer
Expertise: Training teams to understand and act on VoC insights, embedding a customer-first mindset at every level.
Impact: Empower employees to deliver better experiences, ensuring VoC insights lead to real change.
Cross-Functional Collaboration
Expertise: Aligning Voice of Customer insights across departments—marketing, operations, and product—for a unified experience strategy.
Impact: Eliminate silos and ensure a seamless customer journey by integrating feedback into every touchpoint.
Creating Positive Outcomes that Matter
+16%
Life in Revenue Per Visitor
+55%
Improvement in Customer Sentiment
+13%
Increase in Checkout Flow
WHAT CLIENTS EXPERIENCE
Muhammad Ali
VP, Analytics & Engineering
Auto Industry
Featured Client Story
This national company was concerned their digital experience wasn't meeting customer expectations and as a result, having a negative impact on transactions (order rate).
How We Do It
Strategic and Technical Support
Provide strategic and technical support so you can evolve your Voice of Customer (VOC) program to exceed industry benchmarks.
Customer-Centric Culture and Key Business Objectives
Help you create a customer-centric culture with strong advocacy, and establish key business objectives to measure the effectiveness of your Voice of Customer program.
Increase Engagement Across the Customer Journey
Identify opportunities to increase engagement with customers across their journey.
Close the Empathy Gap
Close the empathy gap with your customers for a win-win solution that improves both your customer experience and your business performance.
Helping Leaders Evolve
Experience the Power of BlastX
We’re ready to build full-scale Voice of Customer programs, or you can experience our impact through a focused audit, workshop, or strategic advisory to capture meaningful feedback, uncover insights, and turn customer sentiment into action.
Key Partnerships
BlastX has deep ties with Qualtrics for Voice of Customer (VoC) efforts as well as extensive experience integrating VoC data into other marketing and analytics technologies
25 Years of Mastery
Voice of Customer (VoC) Consultant Spotlight
Kristi Olson
Kristi Olson is a seasoned CX and UX Research consultant with over two decades of experience in digital customer experience, Voice of Customer (VoC), and digital analytics. She specializes in designing and delivering enterprise programs that blend qualitative insights with quantitative data—turning research into real impact. As a trusted consultant, she not only drives measurable results but also mentors teams, helping them evolve beyond pure analytics to a deeper understanding of customer behavior.
Kristi is a Qualtrics XM-certified professional and holds eight additional certifications across UX, process, and marketing technology disciplines.
Living in Colorado, Kristi is an outdoor enthusiast who finds energy and inspiration in nature. Whether hiking through the Rockies, spotting wildlife, or exploring new trails with her dog, Maverick, she brings the same curiosity and passion to both her work and her adventures.
Customer Experience Strategy Consulting Services
Develop a human-centered strategy that fosters meaningful connections with your customers, empowering your brand to thrive in a dynamic marketplace through a tailored actionable roadmap.
