Customer Voice Capitalização Program – VoCC Qorus-NTT DATA Innovation in Insurance Awards 2026

The VoCC’s main objective is to consistently and structurally bring to the table the main pains experienced by customers, connecting these insights directly to business decisions. Every month, the forums promote discussion of the most relevant cases, stimulating strategic reflection and the generation of ideas and insights aimed at mitigating pain points and continuously improving customer experience.

Capitalization positions itself as the first company in the group to systematically bring leadership closer to the customer’s real voice through an innovative model of monthly forums. In these meetings, business leaders gain direct contact with customer perceptions, feelings, expectations, and frustrations throughout their journey with the Capitalization product. This approach strengthens active listening practices, increases leadership sensitivity to the human aspect of the experience, and reinforces more empathetic and customer‑oriented decision‑making.

The listening is supported by Medallia, responsible for recording, analyzing surveys, and supporting deep‑dive contacts, and by the CX360 Plan, which consolidates and tracks potential actions aimed at improving customer experience, ensuring that learnings translate into concrete initiatives.