Experience Investigators

FEBRUARY 20, 2024

Voice of the Customer (VoC) programs have leveraged some level of artificial intelligence (AI) in many ways already, including pattern recognition, predictive analytics, and sentiment analysis. Voice of the Customer (VoC) programs now include many opportunities with AI to enhance the customer experience. AI can be a worthy partner.

Voice of the Customer 98

Voice of the Customer VOC AI Artificial Intelligence 98

ECXO

JULY 8, 2024

This article delves into the intricate relationship between digital product design and these two pivotal aspects, highlighting key principles, case studies, and actionable insights for technology companies striving to enhance their market presence and user satisfaction.

Touchpoint 156

Touchpoint Technology Technology VOC 156

SurveySensum

DECEMBER 30, 2024

CustomerGauge has been specifically built to cater to B2B and handle complex, multi-touchpoint journeys and various account sizes. Identify sentiments, complaints, and trends for actionable insights with AI-powered text analysis. From Insights to Action: Unlock the Power of Customer Feedback to Drive CX with SurveySensum!

Sentiment Analysis 52

Sentiment Analysis Machine Learning NPS B2B 52

Lumoa

OCTOBER 31, 2021

The Lumoa platform has been integrated into Forsta’s world-class experience platform to provide advanced AI-driven analytics to customers seeking to quickly identify the trends and insights that matter the most. Several of Forsta’s customers are already benefitting from Lumoa’s AI-powered tools that help uncover new, actionable insights.

VOE 78

VOE VOC Unstructured Data Artificial Intelligence 78

Confirmit

JULY 7, 2017

The most effective method is a Voice of the Customer (VoC) program that collects feedback across all customer touchpoints to deliver meaningful and actionable insights. Success therefore depends upon understanding where you are delighting – or failing – your customers, and making decisions to improve results.

VOC 40

VOC B2C Actionable Insights Touchpoint 40

Confirmit

JULY 7, 2017

The most effective method is a Voice of the Customer (VoC) program that collects feedback across all customer touchpoints to deliver meaningful and actionable insights. Success therefore depends upon understanding where you are delighting – or failing – your customers, and making decisions to improve results.

VOC 40

VOC B2C Voice of the Customer Actionable Insights 40

Lumoa

JUNE 30, 2022

That’s a limited view because your customers have many different touchpoints with your product and brand over time. Voice of the Customer (or VoC) is a methodology used to understand how your customers feel about and experience your business. Over time, you can work to make that data more comprehensive and trustworthy. Contact rate.

Customer Experience 103

Customer Experience VOC Voice of the Customer CX 103

SurveySensum

FEBRUARY 13, 2025

Are you capturing feedback at all the relevant touchpoints/customer interactions handled by multiple teams? And at last, are you taking the required action? Thats why, NPS is measured at every touchpoint of marketing, sales, product, after-sales, onboarding, support, and renewal. What is the current response rate?

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Sentiment Analysis 52

ClearAction

DECEMBER 26, 2022

For greater success in the CX Index and in your growth, here’s my advice: The first step to shifting gears for CX Index success is to broaden your customer experience strategy beyond touchpoints. To guide them, balance your Expectations VoC and Realities VoC. These are shaped by organization-wide customer-centricity.

CX 71

CX Customer Experience VOC Legal 71

PeopleMetrics

DECEMBER 12, 2017

While CRMs essentially capture transactional sales data and record details about a customer or account, they do not inherently reveal the customers' true sentiment and perceptions when interacting with your brand at different touchpoints.

CEM 84

CEM CRM Customer Relationship Management VOC 84

SurveySensum

DECEMBER 24, 2024

SurveyMonkey is a widely-used customer feedback tool that offers drag-and-drop functionality to design surveys and analyze data for actionable insights. SurveySparrow SurveySparrow is an all-in-one platform that optimizes all the touchpoints in a customers journey with intelligent features and an omnichannel experience.

Sentiment Analysis 52

Sentiment Analysis NPS AI Start-ups 52

Lumoa

NOVEMBER 21, 2023

Analysing VoC (Voice of Customer) from the customer feedback acquired through AI-powered surveys, feedback forms, chatbots, phone calls, and even social media further helps in understanding what is negatively affecting the customer experience and what can be done to improve it.

Customer Feedback 78

Customer Feedback AI Machine Learning Social Media 78

SurveySensum

MARCH 3, 2022

VOC tools help you listen and comprehend the customer expectations, opinions, and feedback. And not just that, you can analyze the data and extract actionable insights to improve customer experience. . What are VoC tools? Mandatory features to look for in a great VoC tool? What are VoC tools? SurveySensum.

Voice of the Customer 52

Voice of the Customer VOC Sentiment Analysis Close the Loop 52

ClearAction

JUNE 25, 2023

Instead of relying on real-time VoC to respond to the small percentage of customers among the larger group who had the same problem, focus at least 50% of your energy on outer loop permanent resolution of the issue’s root causes. Ask the customer’s way, and report the manager’s way. So, monitor behaviors that prevent issues.

Artificial Intelligence 62

Artificial Intelligence CXM CX Data Mining 62

Execs In The Know

FEBRUARY 21, 2025

As customers have more avenues to interact with your brand than ever before, its becoming exceptionally more challenging to ensure your brand promise is delivered to every customer, on every channel, at every touchpoint. So, how do you make sure that every single customer is experiencing the brand the way you intended?

Mystery Shopping 52

Mystery Shopping Mystery Shopper VOC CX 52

Execs In The Know

FEBRUARY 21, 2025

As customers have more avenues to interact with your brand than ever before, its becoming exceptionally more challenging to ensure your brand promise is delivered to every customer, on every channel, at every touchpoint. So, how do you make sure that every single customer is experiencing the brand the way you intended?

Mystery Shopping 52

Mystery Shopping Mystery Shopper VOC CX 52

SurveySensum

SEPTEMBER 15, 2023

5) InMoment Customized surveys Real-time insights Comprehensive reporting None Contact InMoment 4.7 (5) 5) InMoment Customized surveys Real-time insights Comprehensive reporting None Contact InMoment 4.7 (5) It uses gamification to encourage participation and gather valuable insights from B2B clients.

B2B 52

B2B NPS Sentiment Analysis Text Analytics 52

Lumoa

APRIL 24, 2018

to be able to identify actionable insights on which you can take action to improve the customer experience." Plus, NPS samples are insufficient i.e. of the total customer base how many responses would we need across a range of touchpoints to make NPS statistically valid? linkedin twitter Why ?

NPS 126

NPS CX Net Promoter Score Close the Loop 126

SurveySensum

JUNE 6, 2024

The objective is basically to extract actionable insights, take action in time, and boost the overall customer experience while driving the CX-driven ROI. SurveyMonkey offers a range of tools and features that make it easy to design surveys, reach respondents, and gain actionable insights from the collected data.

Non-Profits 52

Non-Profits Actionable Insights Start-ups Text Analytics 52

SurveySensum

NOVEMBER 11, 2021

It provides the technology to create and share surveys, set up notifications to close the loop, analyze the data with real-time journey-based dashboards, and understand verbatims with Text & Sentiment analysis to prioritize actions. Moreover, their teams will help you with WHEN to launch WHICH survey at WHICH touchpoint.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Close the Loop Machine Learning 52

SurveySensum

OCTOBER 4, 2023

Feature Requirements List and prioritize features essential such as customized surveys for vehicle-specific feedback, integration with CRM systems for improved customer relationship management, and multichannel collection to reach customers via various touchpoints. Customer Review Pricing: Start at $49 / month.

Customer Feedback 52

Customer Feedback Sentiment Analysis Text Analytics CRM 52

SurveySensum

SEPTEMBER 14, 2020

Listen to your customers with a comprehensive VOC program and analyze their feedback lucratively. Turn this feedback into actionable insights and make data-driven decisions to retain your customers and acquire new ones! For all the insightful feedback that you receive, review it. Or is there anything more you should do.

Customer Experience 59

Customer Experience Social Media Sentiment Analysis CX Transformation 59

ClearAction

JULY 11, 2023

It collects an abundance of customer insights that are more valuable than the VoC you pay so much for! A customer’s experience includes a lot that is beyond touchpoints. You’ll sharpen your focus and come away with more knowledge and actionable insights and tools you can apply on the job the next day!

Customer Service 48

Customer Service Data Mining Non-Profits CXM 48

SurveySensum

MARCH 15, 2024

It lets you send NPS, CES, CSAT, product, onboarding, and many VOC surveys to your customers. It is a customer experience platform that provides necessary insights into your customer base across different industries like B2B, Fintech, Telecom, etc. SurveySensum SurveySensum is one of the most affordable market research tools out there.

Text Analytics 52

Text Analytics NPS Outlook CX 52

eglobalis

AUGUST 19, 2024

Lack of Actionable Insights or Simply Too Few The simplicity of NPS does not provide detailed reasons behind customer ratings. Companies often struggle to translate NPS scores into specific actions that can address customer concerns or enhance satisfaction. Those are some of the alternatives you can find more here.

NPS 471

NPS Net Promoter Score VOC Actionable Insights 471

SurveySensum

APRIL 21, 2023

Prioritize actions to drive business goals and growth. SurveySensum’s team of CX experts helps you effectively run surveys, analyze the feedback data, and focus on the right customer touchpoints for capturing feedback. It offers a variety of features to provide robust data analysis and generate actionable insights.

Text Analytics 52

Text Analytics Start-ups Social Media Customer Feedback 52

PeopleMetrics

FEBRUARY 4, 2025

When I first wrote Listen or Die , I outlined how organizations typically fall into one of three VoC phases: Building, Growth, or Optimization. No matter where you start, the goal remains the samecreating a VoC program that delivers actionable insights, improves customer experience, and drives business results.

VOC 62

VOC AI Text Analytics Touchpoint 62

PeopleMetrics

MARCH 6, 2025

If your goal is to improve specific touchpoints based on recent experiences, NPS alone wont cut it. This range is usually the sweet spot for delivering actionable insights without overwhelming your customers. AI can help but shouldnt be solely relied on to drive your VoC strategy (or your career for that matter).

Net Promoter Score 117

Net Promoter Score Text Analytics NPS Actionable Insights 117

PeopleMetrics

APRIL 9, 2018

Well for one, we are all interested in trends in customer sentiment, and in pulling actionable insights from those trends. can all be folded into a VoC program to get answers fast. So why does the transition from market research to customer experience come so naturally to CX professionals? The single source of truth.

VOC 70

VOC CEM Close the Loop Business Administration 70

InteractionMetrics

APRIL 10, 2025

Voice of Customer (VoC) Surveys VoC surveys collect open-ended thoughts from customers on a broad scale. Touchpoint-Specific Surveys These mini-check-ins occur at key moments, like a delivery or renewal. Tracking satisfaction across multiple touchpoints helps you fix issues and boost consistency.

Customer Satisfaction 40

Customer Satisfaction Net Promoter Score Healthcare Innovation 40

InteractionMetrics

MARCH 20, 2025

If feedback exists, these tools capture it, turning whispers and shouts alike into actionable insights. AI that thinks like your team : We prioritized software that uses AI to spot patterns humans might miss, so you can easily glean insights that might otherwise go overlooked. Learn more at the Forsta website.

CX 52

CX Social Media Contact Center Compliance 52

SurveySensum

NOVEMBER 22, 2024

website integrations, unlimited surveys, unlimited users, unlimited touchpoints, and unlimited questions. InMoment InMoment is yet another effective Qualtrics alternative that converts KPIs and metrics into actionable insights, extracts data-driven action plans, and helps businesses take prioritized action that impacts their bottom line.

Text Analytics 52

Text Analytics Sentiment Analysis NPS Actionable Insights 52

SurveySensum

NOVEMBER 25, 2024

Confusing Reporting Features In order to take action on the gathered feedback you need analytical reports that are easy to understand, decode, and derive actionable insights. Utilize real-time intelligent analytics to gather deeper insights and create action plans. *Source : G2 , Medallia Review, Nov 20, 2023 4.

Text Analytics 52

Text Analytics Sentiment Analysis NPS Customer Feedback 52

Confirmit

MAY 29, 2018

What is Voice of the Customer (VoC)? Voice of the Customer refers to the way an organization collects customer feedback, analyzes the data, distributes it to the right people and takes action on these insights in order to generate financial benefits. Understand your customers’ expectations better.

Voice of the Customer 40

Voice of the Customer VOC Customer Journey Map Net Promoter Score 40

SurveySensum

JANUARY 6, 2025

But thats not all, the experts also help in gathering actionable insights and prioritize action plans so that you can identify the gaps and achieve your business goals. Pricing: The pricing starts at $99/year. Get started with SurveySensum today and begin your journey of transforming feedback into revenue!

Sentiment Analysis 52

Sentiment Analysis Outlook Start-ups AI 52

PeopleMetrics

APRIL 22, 2025

From NPS to VoC, AI has transformed how we look at and act on customer experience. AI enhances both by automating insights, predicting issues, and improving human-agent interactions, helping companies proactively elevate the customer journey. Writing this series has been one of the most energizing projects of my career.

AI 62

AI VOC Text Analytics NPS 62