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

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

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

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

SurveySensum

APRIL 28, 2025

Why Does Listening to the Voice of the Customer Matter? What do your customers really think about your brand? Heres the thing – 77% of customers have a more favourable view of brands that ask for and accept customer feedback. Thats where Voice of Customer (VoC) programs come in!

VOC 52

VOC Social Media Voice of the Customer Net Promoter Score 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. The key to success lies in balancing technological innovation with customer trust.

AI 97

AI Artificial Intelligence CX VOC 97

ClearAction

MARCH 20, 2020

Customer-Centric Voice of the Customer Lynn Hunsaker. Customer-centric voice of the customer may seem automatic: it’s the customer’s voice, so isn’t it automatically customer-centric? That’s customer-centricity. Pace Asking and Acting. Cash in the Attic.

Voice of the Customer 62

Voice of the Customer VOC Contact Center Technology 62

Customer Think

NOVEMBER 7, 2023

Level AI launches GenAI-powered VoC Insights, a new product that turns vast amounts of unstructured contact center data into actionable Voice of the Customer insights in real time

Voice of the Customer 49

Voice of the Customer AI VOC Contact Center 49

SurveySensum

MARCH 3, 2022

11 best Voice of the Customer tools to listen to your customers effectively. Studies state that companies still find it difficult to stand out in the competition based on the customer experience they provide. VOC tools help you listen and comprehend the customer expectations, opinions, and feedback.

Voice of the Customer 52

Voice of the Customer VOC Sentiment Analysis Close the Loop 52

SurveySensum

DECEMBER 28, 2020

Are you starting your customer experience journey? Are you planning to implement a VOC program? . They are acquiring customers at the lightning speed. . But, they were struggling a lot in retaining those customers! What is the Voice of the Customer? How to capture VOC data?

VOC 98

VOC Social Media B2C Voice of the Customer 98

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.). Radical changes in VoC management are necessary.

VOC 54

VOC Voice of the Customer Social Media Customer Feedback 54

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. Both solutions also support more than 60 international languages.

VOE 78

VOE VOC Unstructured Data Artificial Intelligence 78

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

Callminer

AUGUST 6, 2019

.” – Aimee Lucas, Four Steps for Making Your Customer Insights Users Successful , LinkedIn; Twitter: @Aimee_Lucas. Call center software should be paired with a good Voice of the Customer solution. Finding the right VoC platform is crucial if you want to successfully improve your service.

Contact Center 140

Contact Center VOC Social Media Artificial Intelligence 140

SurveySensum

DECEMBER 30, 2024

ChurnZero B2B, SaaS Proactive customer engagement with real-time interactions Automated health score monitoring for predictive insights Data-driven decisions with key CX metrics Automated playbooks for scalable engagement $12,000 annually 4.7 Best Features User-friendly design for easy survey creation, customization, and deployment.

Sentiment Analysis 52

Sentiment Analysis Machine Learning NPS B2B 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

DMG Consulting

FEBRUARY 25, 2019

Speech Analytics and AI Is a Winning Combination. Service, quality management, and the customer journey will all see big gains. Speech analytics is getting a new lease on life courtesy of artificial intelligence (AI), machine learning, and the digital transformation. VoC Unfiltered. By Donna Fluss.

AI 48

AI Text Analytics Machine Learning Predictive Analytics 48

Customer Think

FEBRUARY 13, 2024

New approach closes the feedback gap facing traditional Voice of the Customer (VoC) programs by analyzing 100% of digital customer experiences

VOC 69

VOC Customer Feedback Voice of the Customer AI 69

SurveySensum

DECEMBER 24, 2024

Comparison Table of the Top 15 SurveyMonkey Alternatives & Competitors in 2025 SurveyMonkey Alternatives Features Free Trial Free Version Pricing G2 Rating SurveySensum Inbuilt survey templates Provide AI-enabled text analytics Powerful dashboard for quick view analysis Enables integration with HubSpot, Zendesk, and more.

Sentiment Analysis 52

Sentiment Analysis NPS AI Start-ups 52

Shep Hyken

DECEMBER 13, 2021

Each week I read many customer service and customer experience articles from various resources. Please Hold: How AI Is Changing Customer Service in Call Centers by Defined.ai. VentureBeat) Excellent customer service is vital to the long-term success of any business. My Comment: AI continues to improve.

Customer Service 74

Customer Service Social Media VOC Retail 74

CSAT.AI

APRIL 5, 2023

Channels: All the ways customers can reach a brand like phone, email, social media, text, chat (see Omnichannel). Chatbot : A type of conversational AI that provides self-service for customers through a messaging app or other text channel. Note: Churn as a loss can be applied to customers or agents.

Contact Center 97

Contact Center Customer Service Net Promoter Score Artificial Intelligence 97

DMG Consulting

NOVEMBER 30, 2023

AI + IA = Great CX By Donna Fluss View this article on the publisher’s website. Never mind the technology’s tremendous future potential, AI is enabling advancements now, and a great example is interaction analytics (IA), also known as speech and text analytics.

AI 48

AI CX Contact Center Artificial Intelligence 48

Lumoa

FEBRUARY 9, 2023

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. informing the customer more often about how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

ECXO

JULY 8, 2024

Feedback and Adaptation: Continuous feedback loops and iterative design processes allow for the refinement of digital products based on real user interactions and feedback in parallel with VOC and data. This is a valid way to continue improvements with the voice of the customer.

Touchpoint 156

Touchpoint Technology Technology VOC 156

Experience Investigators

OCTOBER 3, 2023

This type of monitoring can also cover what customers say about the industry, their use cases, competitor experience, factors that may impact their purchasing decisions, and more. Learning the Voice of the Customer (VoC): One of the best ways to build relationships with customers is to speak like they do.

Sentiment Analysis 98

Sentiment Analysis Artificial Intelligence Social Media Hospitality 98

ClearAction

DECEMBER 31, 2017

Ask 10 companies what their customer experience strategy is and you’ll likely get 10 very different combinations of alphabet soup*: CJM, CRM, VoC, UX, FCR, NPS, AI, self-service, digital marketing, word-of-mouth, customer success, retention programs, loyalty programs, and so forth.

Customer Experience 79

Customer Experience Net Promoter Score Customer Journey Map VOC 79

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. Obviously, businesses wouldn’t exist without them!

Customer Feedback 78

Customer Feedback VOC Net Promoter Score NPS 78

Lumoa

MAY 5, 2022

This will often involve the need for interdisciplinary collaboration with different providers of different services such as cloud solutions, Voice Of The Customer (VOC), artificial intelligence, data analysis, UX design, HR etc. With AI, we can obtain information about customers’ actions.

Customer Experience 103

Customer Experience CXM Artificial Intelligence E-commerce 103

Experience Investigators

MAY 7, 2024

Why Customer Experience Leaders Need to Develop an AI Strategy Today (Even if You’re Not Ready) Artificial intelligence is so ingrained in our daily lives that it’s now unavoidable — and evolving rapidly! As customer experience leaders, it’s our responsibility to learn how we can apply AI to transform our customer experiences.

AI 52

AI Artificial Intelligence Sentiment Analysis Customer Experience 52

Lumoa

JANUARY 24, 2024

Your role involves discerning which data points can be transformed into actions that enrich the customer experience and drive business value. This means not just listening but also interpreting and acting on what customers are communicating. AI-enhanced software can process huge datasets much faster than human workers.

Text Analytics 78

Text Analytics Customer Feedback Net Promoter Score Sentiment Analysis 78

Confirmit

JANUARY 15, 2020

When RS Components initiated a strategic Voice of the Customer (VoC) program with Confirmit, its aim was to regularly and consistently capture customer insight that it could use to improve the customer experience across the organization. Voice of the Customer Case Studies.

Text Analytics 52

Text Analytics Net Promoter Score VOC Voice of the Customer 52

DMG Consulting

JANUARY 4, 2019

Artificial intelligence (AI) and automation will be the driving forces behind much of the innovation and transformation that is anticipated during the year. Speech analytics in conjunction with AI is vastly improving the benefits of voice-of-the-customer (VOC) initiatives. Welcome to 2019!

Artificial Intelligence 59

Artificial Intelligence Contact Center Machine Learning VOC 59

Lumoa

MARCH 20, 2018

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. informing the customer more often how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

DMG Consulting

SEPTEMBER 24, 2021

IA PROVIDES INSIGHTS INTO THE VOICE OF THE CUSTOMER. Voice-of-the-customer applications, also known as surveying solutions, ask customers how they feel about specific situations, but they can be used on only a limited basis, provided people respond at all.

Contact Center 77

Contact Center Voice of the Customer Artificial Intelligence Omnichannel 77

PeopleMetrics

FEBRUARY 25, 2022

The field of customer experience is constantly evolving alongside the broader business environment. Here are a few trends we're seeing : Increased investments in AI technology, like text analytics and automated service recovery, to streamline elements of the CX process. Voice of Customer (VoC) or customer listening.

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

DMG Consulting

APRIL 11, 2022

Answer: While surveying solutions have traditionally been utilized to collect, analyze and share solicited feedback regarding products, services and brand perception from customers and prospects, these applications can also capture and measure employee satisfaction.

VOE 48

VOE Artificial Intelligence Predictive Analytics VOC 48

Experience Investigators

MARCH 8, 2021

Customer Feedback. If you have a Voice of the Customer (VoC) program, explain that and how it works. Artificial intelligence is providing new pathways for customers through virtual assistants on our devices to helping us distill data at lightning speed. What feedback is collected at your organization?

Customer Experience 98

Customer Experience Customer Journey Map Education Artificial Intelligence 98