Lumoa

FEBRUARY 9, 2023

According to Finance Digest , 95% of customer interactions will be managed with AI by 2025. Voice of Customer Voice of customer , or VoC , refers to customers’ feedback about their experiences with and expectations for your products or services. Both groups of technologies can be utilized to make analytics more actionable.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

DMG Consulting

JUNE 8, 2021

It also covers broader applications of IA throughout the enterprise, including its value in operationalizing the findings from voice-of-the-customer (VoC), customer journey analytics (CJA) and customer experience (CX) solutions. in 2022, and 10% in the next three years, 2023 – 2025. These are conservative projections.

Contact Center 59

Contact Center VOC CX Voice of the Customer 59

SurveySensum

SEPTEMBER 14, 2020

Companies that were expecting to move digitally in 2025 are already here. . Listen to your customers with a comprehensive VOC program and analyze their feedback lucratively. Due to the COVID outbreak, digital transformation that was forecasted to happen in the next 5 years took place in just one, says Freshworks. .

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 452

NPS Net Promoter Score VOC Actionable Insights 452

PeopleMetrics

APRIL 17, 2025

What emerged is a modern roadmap for any company looking to build or evolve their Voice of Customer (VoC) program today. This is the ultimate checklist based on that work combining timeless VoC fundamentals with the incredible new possibilities AI brings to the table. Know where you are on your VoC journey. Still step one.

VOC 62

VOC AI Close the Loop Machine Learning 62

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 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! VoC programs that connect employee compensation to performanceespecially customer-facing managersare more likely to get traction. It still works.

VOC 62

VOC NPS AI 62

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. Fast forward to 2025, and weve entered a new era of text analytics. Lets explore three key differences between traditional machine learning and LLMsand why they matter for VoC programs.

Text Analytics 118

Text Analytics Machine Learning VOC AI 118

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. Bottom Line If your people live in CRM, bring VoC to them.

VOC 62

VOC CRM AI Sales 62

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.

AI 71

AI VOC Sentiment Analysis E-commerce 71

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.

NPS 118

NPS AI Net Promoter Score E-commerce 118

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. The best VoC programs combine AI-driven insights with human expertise to ensure findings are meaningful and actionable. Your Turn How are you balancing AI and the human touch in your VoC program?

AI 62

AI VOC Text Analytics Social Media 62

PeopleMetrics

MARCH 20, 2025

Closing the loop on customer alerts is one of the most fundamental aspects of an effective VoC program. This real-time intervention differentiates VoC from traditional market research, which historically provided feedback at an aggregate level! It provides immediate ROI, reduces churn, and strengthens relationships.

Close the Loop 62

Close the Loop AI VOC B2C 62

InteractionMetrics

MARCH 20, 2025

In this guide, well walk you through our favorite customer experience platforms that deliver on these promises in 2025 so you can boost loyalty, and build trust. Without further ado, here are our top picks for Customer Experience Management Software in 2025. What Is CX Software? Lets discuss which CX platform is best for your company.

CX 52

CX Social Media Contact Center AI 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! After some research, I’ve listed out the top 15 Qualtrics competitors and alternatives for 2025. 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

NOVEMBER 25, 2024

Source : G2 , Medallia Review, Oct 7, 2024 Comparison Table of the Best Medallia Alternatives in 2025 Medallia Alternative Ideal For Best Features Price G2 Rating SurveySensum Best for medium to enterprise-level businesses looking to automate their CX program and leverage it to impact their bottom line. $17/month 4.7

Text Analytics 52

Text Analytics Sentiment Analysis NPS Customer Feedback 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

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: An e-commerce company integrates AI into its VoC program.

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? Not really.

VOC 62

VOC AI Text Analytics Predictive Analytics 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. This is table stakes in 2025. Your VoC platform must be responsive. But it remains an essential piece of your VoC strategy. Your Turn How are your teams using mobile to manage VoC?

VOC 62

VOC Close the Loop NPS AI 62

PeopleMetrics

APRIL 22, 2025

From NPS to VoC, AI has transformed how we look at and act on customer experience. 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. Writing this series has been one of the most energizing projects of my career. Check out the complete series below!

AI 62

AI VOC Text Analytics NPS 62