Lumoa

FEBRUARY 9, 2023

Artificial Intelligence Artificial Intelligence (AI) is still the same old good AI, but now it’s brought to the customer experience field. According to Finance Digest , 95% of customer interactions will be managed with AI by 2025. With AI, you can get answers to most of your “why” questions.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

SurveySensum

SEPTEMBER 14, 2020

Companies that were expecting to move digitally in 2025 are already here. . Serve digital CX with new innovative technologies such as AI chatbots, intuitive applications, quick sentiment feedback with NLP, text and sentiment analysis, comprehensive CX platforms, and more. . Which is why Digital CX Transformation is required.

Customer Experience 59

Customer Experience Social Media Sentiment Analysis CX Transformation 59

eglobalis

AUGUST 19, 2024

Real-World Cases of Companies Moving Away from NPS Fujitsu Fujitsu transitioned from NPS to a comprehensive Voice of the Customer (VoC) program, integrating various feedback sources to better understand and respond to customer needs. What’s Next in VoC as Traditional Customer Surveys Fade from Our Memories? Eglobalis, [link].

NPS 463

NPS Net Promoter Score VOC Actionable Insights 463

1 to 1

JULY 25, 2024

Gartner predicts that over 75% of organizations will move away from using NPS as a primary metric for customer service and support by 2025. A comprehensive approach that integrates multiple feedback sources, including Voice of the Customer (VOC) metrics, data analytics, and AI, is essential for a complete understanding.

Sentiment Analysis 20

Sentiment Analysis Customer Feedback Net Promoter Score NPS 20

PeopleMetrics

APRIL 17, 2025

Over the past three months, Ive written 41 blog posts each revisiting a lesson from my book Listen or Die (along with the conclusion) through the lens of whats changed (and what hasnt) in the age of AI. What emerged is a modern roadmap for any company looking to build or evolve their Voice of Customer (VoC) program today. Automate it.

VOC 62

VOC AI Close the Loop Machine Learning 62

PeopleMetrics

JANUARY 21, 2025

Net Promoter Score (NPS) has been a cornerstone of Voice of the Customer (VoC) programs for decades. Fast forward to 2025, and while AI has revolutionized how we collect and analyze customer feedback, one truth remains: NPS isnt going anywhere. Instead, AI enhances what we can learn from NPS and how we can act on it.

NPS 118

NPS AI Net Promoter Score E-commerce 118

PeopleMetrics

JANUARY 16, 2025

In Lesson #3 of Listen or Die , I wrote about the power of Voice of the Customer (VoC) programs to act as a single source of truth for all customer feedback. The foundation of this integration is a VoC software platform! Example : A retail chain uses an AI-powered VoC platform to merge survey data with social reviews.

VOC 71

VOC AI Sentiment Analysis E-commerce 71

PeopleMetrics

JANUARY 20, 2025

When I wrote Listen or Die , text analytics was already emerging as the backbone of Voice of the Customer (VoC) programs. Even in 2017, machine learning (a form of AI) was recognized as essential to making sense of unstructured customer feedbackthose open-ended comments that tell you the "why" behind your scores.

Text Analytics 118

Text Analytics Machine Learning VOC AI 118

PeopleMetrics

APRIL 1, 2025

Back in 2017, when I wrote Listen or Die , I shared what was then a bit of a controversial opinion: if you want people to pay attention to your VoC program, tie it to compensation! This lesson hasnt fundamentally changed, even with all the advances in AI and automation. AI or not, compensation drives behavior! It still works.

VOC 62

VOC NPS AI 62

PeopleMetrics

APRIL 3, 2025

Thats as true in 2025 as it was in 2017 when I first wrote Listen or Die. CRM + VoC integration has gotten a whole lot easier (and smarter) with AI. Today, you can embed VoC insights right into CRM records, so reps or managers dont need to bounce between platforms. Your Turn Have you integrated VoC with your CRM yet?

VOC 62

VOC CRM AI Sales 62

PeopleMetrics

MARCH 20, 2025

Closing the loop on customer alerts is one of the most fundamental aspects of an effective VoC program. But despite all the advancements in AI, this is one area where technology hasnt dramatically changed the core principles of closing the loop. It provides immediate ROI, reduces churn, and strengthens relationships.

Close the Loop 62

Close the Loop AI VOC B2C 62

PeopleMetrics

FEBRUARY 27, 2025

Starting a VoC program can feel overwhelming. This was true in 2017 when I wrote Listen or Die and is still true in 2025. AI is now making this process faster and more efficient, but technology alone isnt enough! This eliminates the need for manually reading thousands of responsesbut AI alone isnt enough.

AI 62

AI VOC Text Analytics Social Media 62

InteractionMetrics

MARCH 20, 2025

Todays rising CX demands mean AI, omnichannel engagement, and deep personalization are no longer nice-to-have in your customer data platformtheyre essential features that any software worth its salt will include. Without further ado, here are our top picks for Customer Experience Management Software in 2025. What Is CX Software?

CX 52

CX Social Media Contact Center Compliance 52

SurveySensum

NOVEMBER 22, 2024

So, if you are looking for an alternative to Qualtrics then scroll down and see our tried and tested list of top 15 Qualtrics alternatives 2025. 5) 15 Best Qualtrics Alternatives and Competitors of 2025 Stop right there! 5) 15 Best Qualtrics Alternatives and Competitors of 2025 Stop right there! 5) Promoter.io 5) Promoter.io

Text Analytics 52

Text Analytics Sentiment Analysis NPS Actionable Insights 52

SurveySensum

JANUARY 6, 2025

So to make it easy for everyone involved in searching for alternatives to Google Forms we evaluated a lot of tools and came up with a list of 13 Google Forms competitors 2025. Top 13 Google Form Alternatives in 2025 Heres the top 13 list of Google Form alternatives 2025. Heres how we evaluated them. per month 4.2

Sentiment Analysis 52

Sentiment Analysis Outlook Start-ups AI 52

SurveySensum

APRIL 15, 2025

This is where Voice of Customer (VoC) tools come into play. VoC tools allow you to discover how your customers feel about your products and services, understand their expectations, and find ways to deliver the best customer experience possible. Let’s dive in and learn more about these VoC tools! What are VoC tools?

Voice of the Customer 52

Voice of the Customer VOC Sentiment Analysis Close the Loop 52

SurveySensum

NOVEMBER 25, 2024

AI-Powered Insights : The tool leverages advanced analytics to uncover actionable customer experience trends. Top 19 Medallia Competitors and Alternatives Here are the 19 Best Medallia Competitors and Alternatives in 2025 that you can switch to. $17/month 4.7 Then explore the top 7 GetFeedback competitors and alternatives.

Text Analytics 52

Text Analytics Sentiment Analysis NPS Customer Feedback 52

PeopleMetrics

JANUARY 24, 2025

To build a world-class VoC program, you need to analyze and improve the entire customer journey, not just service touchpoints. Today, in 2025, AI is supercharging how companies differentiate between CX and CS, analyze their intersections, and optimize both. Example: A software company uses AI to monitor customer behavior.

AI 118

AI CX Customer Service Touchpoint 118

PeopleMetrics

FEBRUARY 6, 2025

If theres one truth about VoC that hasnt changed, its this: without leadership buy-in, your program is dead on arrival. When I wrote Listen or Die in 2017, I emphasized that executive sponsorship is the single most important factor in VoC success. And now, with AI reshaping nearly every part of VoC, has this changed?

VOC 62

VOC AI Text Analytics Predictive Analytics 62

PeopleMetrics

APRIL 22, 2025

Over the past 3 months, Ive been revisiting lessons from Listen or Die: 40 Lessons That Turn Customer Feedback into Gold through the lens of AI. From NPS to VoC, AI has transformed how we look at and act on customer experience. AI is reshaping the way we analyze feedback, allowing for faster and deeper insights.

AI 62

AI VOC Text Analytics NPS 62

PeopleMetrics

APRIL 6, 2025

When I wrote Listen or Die back in 2017, we were already seeing how important mobile was becoming in the VoC world. Despite advances in AI and data visualization tools, your team is still not going to want to scroll through trend graphs or drill down into charts on their phones. This is table stakes in 2025.

VOC 62

VOC Close the Loop NPS AI 62