PeopleMetrics

MARCH 24, 2025

Theres a certain kind of VoC ROI thats immediateyou close the loop on a bad experience, follow up with the customer, maybe save the relationship, maybe turn a detractor into a promoter. Thats where root cause analysis (RCA) comes inand in my view, its one of the most powerful, yet underused, parts of a VoC program. Thats great.

VOC 90

VOC Close the Loop AI Text Analytics 90

PeopleMetrics

APRIL 11, 2025

If you want to truly transform your VoC program collect feedback while the customer is still in the experience. But AI Is Taking It to a Whole New Level Restaurants, hotels, car rental agencies theyve been experimenting with in-moment feedback for years. But AI is making this better and more scalable than ever before.

VOC 62

VOC AI Start-ups Customer Experience 62

PeopleMetrics

MARCH 27, 2025

Its easy to think of VoC as a tool to put out firesto identify what went wrong, whos upset, and how to make it right. But if thats all your VoC program is doing, then its just a glorified complaint box. The truth is, the real power of VoC kicks in when it becomes part of your culturenot just your operations. What About AI?

VOC 62

VOC Sports AI CX 62

eglobalis

JULY 2, 2024

Comprehensive feedback from multiple sources, integrating Voice of the Customer (VOC), metrics, measurements, data analytics, real-time sentiment analysis, and evolving AI developments, is essential for gaining a complete customer understanding.

NPS 468

NPS Customer Feedback Net Promoter Score B2C 468

PeopleMetrics

FEBRUARY 27, 2025

So, youve launched a relationship survey, set a CX baseline, and now youre ready to dive into transactional VoC. This is where VoC starts driving serious business resultsreducing churn, improving social reviews, and even generating new leads. Implement a full-scale, omnichannel transactional VoC program across every touchpoint.

VOC 62

VOC Close the Loop Sentiment Analysis Predictive Analytics 62

PeopleMetrics

FEBRUARY 14, 2025

When I originally wrote about the need for external VoC partners , the main debate was whether companies should invest in a full-service VoC solution or manage the process themselves with a basic survey tool. AI-powered VoC platforms are emerging, promising to automate everything from data collection to predictive analytics.

VOC 62

VOC Close the Loop Predictive Analytics Social Media 62

eglobalis

JUNE 27, 2024

This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. Voice of Customer (VOC) programs capture customer preferences, experiences, and expectations through direct and indirect feedback.

Customer Experience 467

Customer Experience VOC Net Promoter Score Government 467

PeopleMetrics

APRIL 10, 2025

Static surveys have long been the industry standard in VoC. But AI is changing that in exciting ways! Enter conversational surveysan innovative approach that uses AI to turn a static survey into a dynamic, evolving conversation with your customer. Its listening at scale without sacrificing insight. Whats working? Whats not?

AI 62

AI Unstructured Data VOC NPS 62

ECXO

JULY 10, 2024

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. Companies like Rakuten and L’Oréal leverage AI-driven analytics to monitor sentiment across digital platforms, enabling proactive responses.

Sentiment Analysis 374

Sentiment Analysis Customer Feedback NPS Net Promoter Score 374

PeopleMetrics

FEBRUARY 20, 2025

Touchpoint mapping has always been a critical step in building a great VoC program. But as AI advances, the way we approach touchpoint mappingand what we can do with the datahas fundamentally changed. This predictive approach allows CX leaders to focus their VoC efforts on the areas that will have the highest impact.

Touchpoint 62

Touchpoint AI VOC Social Media 62

ECXO

MAY 25, 2023

The application of advanced AI techniques to cluster and analyze customer data 6. link] This event will provide a practical how to get things done from one of the top doers and experts in the world working in a $4.58B revenue global organization with over 31,000 employees in 85 countries.

VOC 156

VOC CX AI Customer Feedback 156

ECXO

MARCH 6, 2025

B2B organizations are increasingly investing in CX technologies such as experience management software, analytics tools, and AI-driven solutions. A robust Voice of the Customer (VoC) program ensures that the CX transformation is guided by actual customer insights rather than assumptions.

CX Transformation 339

CX Transformation B2B CX Government 339

PeopleMetrics

MARCH 4, 2025

If you are a CX or market research professional, your VoC programs successand likely your jobdepends on the health of your transactional surveys. In a well-tuned VoC program, a transactional survey should take no more than three to five minutesshort enough to match the actual customer interaction.

AI 62

AI VOC Touchpoint CX 62

PeopleMetrics

MARCH 25, 2025

In my last post ( Lesson #31 revisited ), root cause analysis (RCA) was identified as one of the most powerful ways to scale your VoC program. At PeopleMetrics, we call this process Associate-Driven Insights, and its one of the most underrated moves in VoC. Whats the Role of AI in This? Spoiler alert: you dont do it alone!

AI 62

AI VOC Text Analytics Gaming 62

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. Generative AI and other cutting-edge technologies provide unprecedented avenues (and speed!)

Voice of the Customer 98

Voice of the Customer VOC AI Artificial Intelligence 98

PeopleMetrics

MARCH 18, 2025

Heres an important nuance: AI hasn't fundamentally changed the reality or the importance of social reviews themselves. AIs Role in Social Reviews AI's role here isn't revolutionary, but it can significantly streamline how you manage social reviews. Are you using AI to help analyze social reviews across platforms?

Sentiment Analysis 62

Sentiment Analysis VOC B2C AI 62

Customer Think

AUGUST 7, 2021

Voice of the Customer (VoC) has been a nut our industry has tried to crack with varying degrees of success. Despite difficulties in uncovering it, the act of gathering VoC has always been a necessary endeavor to capture rich customer insights that guide important business changes.

Voice of the Customer 122

Voice of the Customer Artificial Intelligence VOC AI 122

SurveySensum

MARCH 10, 2025

Whether its chat, email, or call transcripts, valuable VOC is everywhere – but are you making the most of it? It goes beyond just words; it identifies sentiment, intent, and patterns using AI and NLP. Instead, you can leverage AI-powered conversational analytics to listen, understand, and act on customer feedback in real time.

AI 52

AI Text Analytics Compliance Sentiment Analysis 52

SurveySensum

MARCH 5, 2025

Your agents handle thousands of conversations daily, so manually reviewing every call transcript is impossible – but AI-powered Call Center Text Analytics software makes it effortless. It uses NLP and AI to extract insights, detect sentiment, and identify common customer issues, trends, and opportunities for improvement.

Text Analytics 52

Text Analytics AI Sentiment Analysis Contact Center 52

Execs In The Know

AUGUST 5, 2024

Artificial intelligence (AI) is transforming industries with its innovative capabilities, particularly in customer experience (CX). From enhancing personalization to improving service efficiency, AI offers significant benefits. Operational Efficiency: AI automates processes and scales personalization efforts, driving business growth.

AI 97

AI Artificial Intelligence CX VOC 97

eglobalis

SEPTEMBER 16, 2024

Technologies such as automation, AI-driven insights, and omnichannel platforms are essential to optimize customer interactions across all touch-points. Systems like VOC and companies such as Sandsiv help provide real-time customer insights.

B2B 389

B2B Customer Experience Touchpoint CX 389

Callminer

FEBRUARY 27, 2019

Voice of the Customer (VoC) is a type of market research which aims to better understand current and prospective customers. When your customers share their voice in real-time with your organization, they expect you to listen, act and report back to them on progress.” – What is Voice of the Customer (VoC)?,

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

CX Network

JUNE 10, 2024

How Flight Centre is using AI to analyze and respond to structured and unstructured customer feedback

VOC 64

VOC AI Customer Feedback 64

ClearAction

MAY 18, 2017

5 Radical Changes to VoC of the Future for ROI Maturity optimizecx. What’s the greatest challenge Voice of the Customer (VoC) managers face? That’s the purpose of VoC. and continuing VoC education (certifications, conferences, etc.). and continuing VoC education (certifications, conferences, etc.).

VOC 54

VOC Voice of the Customer Social Media Customer Feedback 54

CX Network

JULY 12, 2023

Learn how VoC analytics, AI intelligence and can make a contact center shine

Contact Center 98

Contact Center VOC AI 98

Callminer

AUGUST 6, 2019

Finding the right VoC platform is crucial if you want to successfully improve your service. One of the biggest failures with VoC campaigns today is not making changes once feedback has been collected. The best VoC technology should also be able to integrate seamlessly. Consider AI-driven solutions to help your reps.

Contact Center 140

Contact Center VOC Social Media Artificial Intelligence 140

CX Accelerator

OCTOBER 25, 2018

Naturally, Customer Experience and AI were on the tip of everyone’s tongue. Summarized below are a few of the most popular trends coming out of the conference… Most of us are not ready for AI. The AI revolution is truly at the doorstep of Customer Service…and it will change the face of the industry forever.

CX 140

CX Net Promoter Score NPS Contact Center 140

Beyond Philosophy

AUGUST 15, 2019

Peppers says there are two different types of data that feed your metrics: Voice of Customer (VOC) Data: Peppers calls these metrics interactive data, meaning your customer interacts with you through a poll. However, Peppers says many marketing professionals, favor VOC data over observational data, and that’s not always great.

VOC 125

VOC Net Promoter Score CX NPS 125

Lumoa

DECEMBER 19, 2023

The secret lies in the capabilities of AI and its proficiency in conducting sentiment analysis. Around 30% of IT professionals worldwide have reported that their organizations are witnessing time-saving benefits thanks to implementing new AI and automation software.

Sentiment Analysis 78

Sentiment Analysis AI Machine Learning Social Media 78

Execs In The Know

MARCH 31, 2024

During her keynote address at Customer Response Summit (CRS) in Tucson, Tracy Sedlak, Senior Vice President of Customer Success at Offerpad and Execs In The Know Board Member, tackled the pivotal aspects of CX and the Voice of the Customer (VOC), weaving together insights and strategies critical for leadership.

Voice of the Customer 104

Voice of the Customer VOC Age of the Customer Innovation 104

Callminer

JULY 15, 2019

Check out the links and info below to see why AI is such a big deal in the modern business realm. What Can AI Do To Help Your Business Today? It’s all the buzz, but how can you sort through the hype to find out AI can really help your contact center? According to Forbes, the industry is projected to reach $77.6 Billion in 2022.

Artificial Intelligence 28

Artificial Intelligence Contact Center Machine Learning VOE 28

SurveySensum

DECEMBER 28, 2020

Are you planning to implement a VOC program? . In our first few episodes, we will discuss how you can create a VOC program from ground zero and then, how can you take that up to CX maturity? When we connect VOC with the business metrics such as revenue or churn, then it has a broader understanding. How to capture VOC data?

VOC 98

VOC Social Media B2C Voice of the Customer 98

SurveySensum

DECEMBER 30, 2024

Qualtrics Large enterprises Predictive analysis Benchmarking Advanced reporting capabilities AI-enabled analytics Contact Qualtrics for pricing details 4.4 Qualtrics Large enterprises Predictive analysis Benchmarking Advanced reporting capabilities AI-enabled analytics Contact Qualtrics for pricing details 4.4

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

Lumoa

NOVEMBER 21, 2023

But it is no longer a challenge, thanks to modern technologies like martech tools and back-office solution software and the use of artificial intelligence (AI) in customer feedback analysis. AI tools can help automate and analyze customer feedback with much precision and uniformity while saving time and resources for companies.

Customer Feedback 78

Customer Feedback AI Machine Learning Social Media 78

SurveySensum

FEBRUARY 24, 2025

When the world is rapidly turning towards AI, businesses are relying on advanced techniques to extract valuable insights customer reviews, social handles, emails, chats, surveys, and whatnot. Leverage SurveySensums AI-powered text and sentiment analysis to tag, categorize, and analyze sentiment automatically with 99% accuracy!

Sentiment Analysis 52

Sentiment Analysis Text Analytics Social Media Machine Learning 52

DMG Consulting

JUNE 8, 2021

Interaction analytics capabilities are now finding their way into many third-party systems, including cloud-based contact center infrastructure solutions, customer relationship management (CRM) solutions, voice-of-the-customer (VoC) offerings, BI applications, and more. Transformational Benefits of IA.

Text Analytics 107

Text Analytics Contact Center VOC Artificial Intelligence 107