Customer Feedback

CyberCX was formed in 2019 by merging twelve Australian cybersecurity brands — and they built a serious CX program from scratch across the resulting structure. Two years in, it's adding measurable value. The COO and the NPS Program Manager share what worked: senior sponsorship that didn't waver, repeated communication, KPI discipline, and looking for what isn't there alongside what is.

Most VoC programs start by sending out a survey and end exactly there, survey, charts, no change. That works in the short term and fails long term. Here's the five-step launch that builds VoC as a process rather than a survey project: executive sponsorship, journey mapping, close-the-loop design, quick wins, and the bigger bets to follow.