The Voice of the Customer - about the shortcomings of declarative research in product discovery

Voice of the Customer - easy to get and analyze, hard to conclude from. Organizations have fallen in love with automatic techniques for tracking feedback from their customers. They eagerly reach for reviews, opinions, helpline reports and ratings on scales. It gives them a conviction that their organization is customer-centric. However, it is not the most accurate source of users' needs in product discovery. In the presentation, I will focus on what are the limitations of declarative methods and what are their alternatives.