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Lesson #9 Revisited: VoC Replaced Old-School CSAT Tracks—Now AI Is Taking It Even Further

PeopleMetrics

When I wrote Listen or Die in 2017, we were witnessing a major shift in how businesses captured customer feedback. Voice of Customer (VoC) software had already disrupted traditional CSAT tracking, making it faster, cheaper, and more accessible. VoC software changed all that. But that was just the beginning.

VOC 110
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What is Voice of the Customer? 25 Experts Give Best Practices

Callminer

Voice of the Customer (VoC) is a type of market research which aims to better understand current and prospective customers. Essentially, the process of finding the voice of the customer can be done a number of ways, using many different methods. Conduct in-depth customer interviews. Aim to be anticipatory.

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The Challenge of the B2B Customer Experience Maturity Model? The CX Major Pillars for Your Organization Growth

ECXO

The process involves customer research, design thinking, and user testing to develop products and services that fit seamlessly with the customer journey. Effective design incorporates user insights, customer feedback, and an understanding of customer pain-points to create engaging, intuitive experiences that delight customers.

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Are You There, Company? It's Me, Your Customer.

PeopleMetrics

All signs point to a successful Voice of Customer (VoC) program. Do your customers know that you’re actually listening to them? Most CX programs today gather customer feedback data and use it to inform company decisions; but not many are coming back to their customers to let them know that their voice was heard.

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How to Build the Employee Experience and Culture of Continuous Improvement with VP of CX & Loyalty at Hertz

Customer Bliss

Within his role, Eric now owns the VoC programs, CX and brand activation team, and the Gold Plus Rewards loyalty program. In the first 6 months of his role, Eric focused on the following: Fixing the measurement program in order to capture the VoC in the right way with the right level of understanding.

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How to Listen for Untold Feedback to Boost Your Business Results

Experience Investigators

With the help of artificial intelligence and a few less technical approaches, you can greatly improve your customer experience by listening to unspoken feedback. 3 Ways to Listen to Untold Customer Feedback Don’t get me wrong, surveys are still valuable for improving your CX strategy.

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2017 ACE Awards Winners' Showcase

Confirmit

Download the ACE Awards book learn how: Ally Financial hit an incredible 90% customer satisfaction score. Quest software created a VoC program that runs in eight languages in 57 countries. Virgin Money turned customer feedback into 145 specific actions to improve the Customer Experience.