Quick Takes Positive CX sprouts from listening, adapting, and understanding your customers’ needs. When your team is set up for success, that will fuel positive customer experience. A voice of the customer (VoC) program is a powerful tool to make your customers heard so that you can act on their feedback. While not the sexiest recommendation, careful documentation helps your team know where you’ve been, where you are, and where you’re going. Departments contributing to customer experience should be synchronized.