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

OCTOBER 7, 2024

As the architect of experiences that go beyond the transactional, you have the ability to decode customer needs and desires, turning them into actionable insights that propel your organization forward. Craft a narrative where every customer feels valued, heard, and truly understood.

Customer Experience 373

Customer Experience CX Innovation Artificial Intelligence 373

eglobalis

OCTOBER 9, 2024

Why Not Every Request is Possible: 10 Actionable Insights As much as companies would love to satisfy every customer request, it’s not always practical or feasible. .” – Jobs emphasized the importance of understanding deeper customer needs and anticipating desires that customers themselves might not yet realize.

Customer Feedback 511

Customer Feedback Compliance Innovation B2B 511

CX Journey

MAY 17, 2017

How do you know when it's time for a refresh or a complete VoC program redesign? VoC has changed and now includes more than just surveys; it's not just about asking customers but also about listening - wherever your customers want to speak and voice their opinions. Does your VOC initiative suffer from any of the symptoms listed above?

VOC 63

VOC Social Media Actionable Insights Customer Survey 63

SurveySensum

JANUARY 1, 2024

This connection between engaged employees and customer satisfaction leads us to something transformative: the Voice of the Customer (VoC). But how to use VoC to motivate employees, and why is it so important for them? But how to use VoC to motivate employees, and why is it so important for them? And guess what?

VOC 52

VOC Social Media Actionable Insights Customer Satisfaction 52

PeopleMetrics

OCTOBER 25, 2017

Where does the Voice of the Customer (VoC) land in the priorities for your company’s overall strategy? There are many metrics to consider as part of your VoC program, but Bain & Company’s Net Promoter SystemⓇ and Forrester’s Customer Experience IndexⓇ stand out as the gold standard top-line metrics in the CX industry.

CEM 122

CEM Customer Experience VOC Government 122

Lumoa

FEBRUARY 16, 2023

One of the best analysis techniques available is the voice of customer (VoC) template. This article will explain what VoC is, how to use it, and tips on creating your own voice of customer template for your business. In This Article: What is Voice of Customer(VoC) and Why Is It Important? Ready to dive in?

VOC 88

VOC Unstructured Data Customer Feedback Voice of the Customer 88

Totango

MARCH 6, 2020

Voice of the Customer best practices turns words into action. The feedback your VoC efforts provide are the unique perspective of your own customers, and the actions you take based on that feedback add value to their experience. What is VoC? Beyond that, VoC is about collecting, listening, learning, and acting.

Voice of the Customer 93

Voice of the Customer VOC Social Media Actionable Insights 93

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

SurveySensum

MARCH 10, 2025

With 95% of customers stating that good experiences drive loyalty, brands cant afford to ignore real-time insights from conversations. Whether its chat, email, or call transcripts, valuable VOC is everywhere – but are you making the most of it? Reporting and Actionable Insights Data means nothing without actionable insights.

AI 52

AI Text Analytics Compliance Sentiment Analysis 52

Lumoa

DECEMBER 15, 2022

Voice of Customer (VoC) is not a new concept. However, how VoC data is collected, analyzed, and acted upon has changed. Plus, look at how to create a VoC strategy from scratch in five simple steps. It allows you to identify gaps in customer satisfaction and take corrective actions. What is Voice of Customer Analytics?

VOC 88

VOC Social Media Close the Loop Customer Feedback 88

Zendesk

MARCH 31, 2021

If a workaround is slowing down response time, for example, that provides more meaningful, actionable insight. A Voice of the Customer program , or VoC program, is the primary hub of all customer feedback about a business, according to Lisa Hayes, director of the Voice of the Customer program at Zendesk. Tips for VoC success.

Customer Feedback 95

Customer Feedback VOC Social Media Net Promoter Score 95

Confirmit

OCTOBER 30, 2018

Philadelphia Insurance partnered with Confirmit to design and implement a Voice of the Customer (VoC) program to enable the insurer to gain a line of sight into every part of the customer lifecycle. Confirmit provides a tailored, multichannel VoC solution with role-based reporting and alerting capabilities.

VOC 40

VOC Net Promoter Score NPS Voice of the Customer 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 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

CX Journey

MARCH 17, 2015

I joined Bob, along with Jeanne Bliss, in the first webinar to discuss Creating Actionable Insight from a Customer Listening Engine. Jeanne talked about the role of the Chief Customer Officer, while I ran through my Six Steps to Turn VoC into Action. customer experience metrics voc voice of customer'

VOC 77

VOC Gaming Start-ups Actionable Insights 77

Confirmit

FEBRUARY 8, 2017

They do so by building integrated voice of the customer (VoC) programs that turn customer data into concrete actions. Watch this On-Demand webinar with Aberdeen Group’s Omer Minkara and Confirmit’s Stacey Nevel to learn: The Key Elements of an Integrated VoC Program. Real-life Success Stories.

VOC 40

VOC Voice of the Customer Actionable Insights Customer Satisfaction 40

Lumoa

JUNE 30, 2022

Voice of the Customer (or VoC) is a methodology used to understand how your customers feel about and experience your business. The goal behind running a VoC program is to enable everyone across the company to know what your customers need and want. Representing the voice of the customer.

Customer Experience 103

Customer Experience VOC CX Voice of the Customer 103

Execs In The Know

APRIL 14, 2022

Not only did the event bring together many of the best minds in customer experience (CX) — all for a much-needed moment of COMMUNITY, CONNECTION, and BALANCE — but the event also provided a ton of learnings and actionable insights for attendees to take back to their organizations. You’re Not Alone.

Real Estate 98

Real Estate VOC Actionable Insights CX 98

Doing CX Right

OCTOBER 20, 2020

Leverage the Voice of Customer ( VoC ) In Everything You Do?? . VoC is a valuable research method that enables you to understand the difference between customer expectations and how well you deliver what they need. Most people rely on surveys as their VoC source. Step 2: Turn Voice of Customer Data Into Actionable Insights. .

Gaming 69

Gaming VOE VOC Close the Loop 69

Callminer

JULY 15, 2019

Join Vice President of AI Rick Britt and Senior Data Scientist Yang Liu as they break down the myth from reality on AI’s popularity and how you can turn the data captured in your call center into actionable insights. Register for 1pm BST Session. Register for Noon EST / 9am PST Session . Why Your Contact Centers are a CX Goldmine.

Artificial Intelligence 28

Artificial Intelligence Contact Center Machine Learning VOE 28

SurveySensum

DECEMBER 30, 2024

Identify sentiments, complaints, and trends for actionable insights with AI-powered text analysis. Its like having a complete toolkit for managing Voice of the Customer (VOC) data, all in one place. Best Features User-friendly design for easy survey creation, customization, and deployment.

Sentiment Analysis 52

Sentiment Analysis Machine Learning NPS B2B 52

Lumoa

SEPTEMBER 8, 2021

The most successful companies require next-generation customer experience management tools and strategies to analyze all data points in real-time and provide up-to-date, actionable insights faster across all teams in your organization. To achieve this, integrate VOC into common tools you use to make customer-impacting decisions.

Customer Experience Management 78

Customer Experience Management CEM Customer Experience CX 78

Execs In The Know

MARCH 14, 2025

She and her team at KeyBank dont just deliver Voice of the Client (VoC) insights; they transform them into human-centered solutions that bridge the gap between client needs and business strategy to drive growth. But as she pointed out in her keynote, simply producing insights isnt enough. Thats where Ziroes work begins.

CX 81

CX VOC Actionable Insights Innovation 81

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

ClearAction

DECEMBER 26, 2022

To guide them, balance your Expectations VoC and Realities VoC. Recommend, buy more, and stay with the brand are earned by smoothing silos, identifying high impact CX improvement areas, generating actionable insights quickly, and establishing a customer-first culture. . Customer Loyalty Factors.

CX 71

CX Customer Experience VOC Legal 71

Lumoa

AUGUST 8, 2023

By understanding the key insights hidden within your survey data, you can address specific customer concerns, tailor your products and services to meet their needs and stay ahead of the competition. Unlocking the power of VoC feedback is vital to the success of any business.

Customer Feedback 78

Customer Feedback VOC Net Promoter Score NPS 78

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. Analyze customer sentiments and extract actionable insights from unstructured data with SurveySensums AI-enabled text and sentiment analysis!

Sentiment Analysis 52

Sentiment Analysis NPS AI Start-ups 52

PeopleMetrics

DECEMBER 12, 2017

Best when accessed by all employees at a company (not just one team or department), t he ultimate objective of a CEM system is to cultivate and improve customer satisfaction and loyalty by connecting your organization to the real-time Voice of The Customer (VoC).

CEM 84

CEM CRM Customer Relationship Management VOC 84

SurveySensum

MARCH 3, 2025

Analyze VOC on Multiple Channels The foundation of any successful social media monitoring strategy is a robust platform that can collect and analyze data from multiple sources. Enhance Experiences at Scale with Automated Actions Insights are only valuable if they lead to action.

Text Analytics 52

Text Analytics Social Media Sentiment Analysis AI 52

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. You already know what ticks off customers.

Artificial Intelligence 62

Artificial Intelligence CXM CX Data Mining 62

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

Lumoa

JANUARY 24, 2024

Large volumes of qualitative data turn into actionable insights. Here are some strategies to refine your ability to spot and utilize valuable data through text analytics: Amplify the Voice of the Customer (VoC) : Place a stronger emphasis on understanding and responding to the VoC.

Text Analytics 78

Text Analytics Customer Feedback Net Promoter Score Sentiment Analysis 78

CX Journey

MAY 2, 2017

Image courtesy of ARMLE Are you taking action on your customer data? I like to write about taking action and actionable insights because there's a serious lack of action when it comes to customer feedback. I've witnessed it for far too long. That should read, " only 34%." That's a pretty embarrassing statistic.

Actionable Insights 47

Actionable Insights VOC Customer Feedback CX 47

Execs In The Know

FEBRUARY 21, 2025

The Ipsos CX-MS approach offers a robust 8-step framework to achieve this alignment: Identify Key CX Drivers : Start by analyzing existing customer data, including Voice of the Customer (VoC) survey data, to identify the specific factors that have the greatest impact on customer satisfaction and loyalty for your business.

Mystery Shopping 52

Mystery Shopping Mystery Shopper VOC CX 52

Execs In The Know

FEBRUARY 21, 2025

The Ipsos CX-MS approach offers a robust 8-step framework to achieve this alignment: Identify Key CX Drivers : Start by analyzing existing customer data, including Voice of the Customer (VoC) survey data, to identify the specific factors that have the greatest impact on customer satisfaction and loyalty for your business.

Mystery Shopping 52

Mystery Shopping Mystery Shopper VOC CX 52