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In this episode, Lily Vitale and I talk about the difference between Voice Of Customer programs and trust customer research efforts, why they are complimentary, not synonmous, and how Lily thinks about using different research methods, and working with stakeholders to ensure that insights from research turn into improvements in experiences.



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Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

","author_name":"Sam Stern"}