How we Built a VoC (Voice of the Customer) Practice at Upwork from the Ground Up


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Shipra Kayan, the former head of insights at Upwork, will present the origin story of Upwork’s hugely successful and long-running VoC program. From the moment that triggered the formation of a VoC initiative, the ups, and downs of experimenting with its operating model, to why this program is still going strong 7 years after it was launched. She will field questions like “Who owns the VoC?”, “What is its purpose?”, and “Will we just create another presentation that won’t have any real impact?”

– 15 minutes Upwork VoC case study

– 15 minutes for Q&A