PeopleMetrics

MARCH 11, 2025

A company investing in VoC clearly cares about the customer experiencebut if your survey looks like an afterthought, what message are you really sending? If your data quality suffers, your VoC program is useless. Heres how AI could transform the VoC survey experience in the near future: 1. to increase engagement.

VOC 100

VOC AI Text Analytics Touchpoint 100

ECXO

JULY 10, 2024

In customer experience (CX), metrics like CSAT and CES face similar limitations. 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. The Broader Critique of Singular Metrics The issue with NPS is not unique.

Sentiment Analysis 374

Sentiment Analysis Customer Feedback NPS Net Promoter Score 374

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

CX Accelerator

AUGUST 19, 2019

If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. what’s required is something that will break down the walls of the CX department allowing everyone in the business to see how the organisation is performing relative to customer expectations and its targets.

CX 182

CX Customer Journey Map Touchpoint VOC 182

CX Accelerator

AUGUST 19, 2019

If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. what’s required is something that will break down the walls of the CX department allowing everyone in the business to see how the organisation is performing relative to customer expectations and its targets.

CX 182

CX Customer Journey Map Touchpoint VOC 182

eglobalis

JULY 2, 2024

In CX, the same applies to CSAT, CES, and whatever. 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 490

NPS Customer Feedback Net Promoter Score B2C 490

ECXO

OCTOBER 7, 2024

The Thrilling Journey of a Customer Experience Leader: The 10+1 list I often get asked about my job as a Customer Experience (CX) leader and what I do on a daily basis. But before I get into that, I want to talk about what it really means to be a Customer Experience (CX) leader.

Customer Experience 373

Customer Experience CX Innovation Artificial Intelligence 373

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. So, you have mapped your touchpoints, conducted a relationship survey, piloted your transactional survey, and trained your key users.

AI 62

AI VOC Touchpoint CX 62

SurveySensum

APRIL 28, 2025

Thats where Voice of Customer (VoC) programs come in! But what is VOC, why is it crucial, and how can you leverage it to improve customer satisfaction and business growth? What is Voice of Customer (VoC)? Brand Example: Amazon leverages VoC extensively by collecting reviews, ratings, chat feedback, and post-purchase surveys.

VOC 52

VOC Social Media Voice of the Customer Net Promoter Score 52

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 Accelerator

FEBRUARY 12, 2018

That’s why companies are implementing some type of voice of the customer (VoC) program. Why Is VoC Important? In 2017, VoC maturity is still an issue. According to the report, only 14% are successful with their VoC. Analyze your customer journey to re-evaluate where key touchpoints and moments of truth are.

Voice of the Customer 140

Voice of the Customer VOC Close the Loop Unstructured Data 140

Lumoa

FEBRUARY 21, 2023

VoC — or Voice of the Customer programs — helps businesses learn more about their consumers’ wants, needs, and preferences. While most VoC efforts start strongly, many tend to lose their traction over time— especially if the program isn’t properly implemented or the company becomes complacent. Here are some key insights.

VOC 78

VOC Omnichannel Customer Journey Map Touchpoint 78

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. CX Leaders Needed!

Voice of the Customer 98

Voice of the Customer VOC AI Artificial Intelligence 98

Lumoa

FEBRUARY 9, 2023

The situation when B2B CX was very distant from B2C CX has been rapidly changing. ” Build a cross-functional CX team: get the key players from the whole company (chief executives, heads of departments) onboard CX transformation. Build CX into the culture: build long-lasting principles oriented on customer success.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Experience Investigators

OCTOBER 27, 2020

Voice of the Customer (VoC) programs often start with a general plan on how to gather customer feedback. Customer listening posts are specific tools, locations and mechanisms to gather customer feedback along specific touchpoints on the customer journey. 5 Questions to Ask When Setting Up Listening Posts to Improve your VoC Program.

Voice of the Customer 130

Voice of the Customer Close the Loop VOC Social Media 130

CX Journey

APRIL 17, 2019

Image courtesy of Pixabay This is the second of a two-part series on common VoC program mistakes. OK, so let's dive in on the next installment of VoC program mistakes. If you're not sure about who needs to do what with the feedback, check out this post on 5 Fails to Avoid with Your CX Program. What are you going to do with it?

VOC 59

VOC Close the Loop Touchpoint Social Media 59

SurveySensum

DECEMBER 30, 2024

If youre looking for advanced features, greater scalability, or a platform that aligns better with your unique customer needs and long-term CX goals, there are alternatives to CustomerGauge that may better suit your specific customer needs and long-term CX goals. Their CX experts have your back, guiding you from start to finish.

Sentiment Analysis 52

Sentiment Analysis Machine Learning NPS B2B 52

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) has become an essential cornerstone of modern business strategy. Developing a world-class CX strategy is well worth the investment of your time! How do you design and manage a CX strategy? How do you design and manage a CX strategy? CX Management and High-Impact Customers.

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

ECXO

JULY 8, 2024

productdesign #CX #adoption #experiencedesign #UX Share on X This multidisciplinary field integrates elements of customer experience (CX), user experience (UX) design, user interface (UI) design, interaction design, and visual design. Cluttered interfaces and complex workflows can deter users, leading to lower adoption rates.

Touchpoint 156

Touchpoint Technology Technology VOC 156

ClearAction

AUGUST 2, 2016

Using B2B VoC to Transform Customer Experience Lynn Hunsaker. 80% of B2B companies said they track voice-of-the-customer (VoC) as a means to improve business processes and 63% do it to increase customer-centricity. My conversations with B2B VoC managers over the years, and even recently, indicate that most of us are falling short.

VOC 54

VOC B2B Customer Experience Close the Loop 54

ClearAction

MAY 14, 2024

8 Keys to Better VoC Methodology Lynn Hunsaker VoC methodology is the starting point for buy-in and enthusiasm around customer insights. In this Part 2 of 3 article series, we’re building on the 8 points explained in Better Measurement : 8 Voice of Customer Keys to CX ROI. Do you want more executive support? Common sense?

VOC 48

VOC Data Mining Finance Touchpoint 48

ClearAction

DECEMBER 26, 2022

CX Index: Cracking the Code in Your Customer Experience Strategy Lynn Hunsaker. The CX Index measures customer experience among brands in 13 industries. 1 Accordingly, the CX Index teaches us a lot about what is ineffective in popular CX practices. Interestingly, the CX Index is simple: CX Quality.

CX 71

CX Customer Experience VOC Legal 71

CX Journey

FEBRUARY 17, 2015

So, based on the definition above, I probably don’t need to explain why it’s important to talk to stakeholders as you begin to build out your VOC strategy, but I know that many companies skip this very important step in the process. Stakeholders might be supporters, opponents, influencers, and/or beneficiaries of these VoC efforts.

VOC 68

VOC CX Government Customer Journey Map 68

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.

VOC 98

VOC Social Media B2C Voice of the Customer 98

Steven Van Belleghem

DECEMBER 6, 2021

Customers are smarter than ever and know what a good CX looks and feels like. Jeremiah Owyang, Tech Analyst @ Kaleido Insights: Brands are using NFTs to Drive Customer Engagement and Loyalty for their CX Strategy. There are two thoughts I have on CX in 2022 and beyond. The customer’s expectations continue to evolve.

CX 123

CX Customer Experience Non-Profits Social Media 123

Lumoa

APRIL 24, 2018

In doubts, I wanted to reach out to the thought leaders and influencers to know what they think of NPS, or rather, according to the best traditions of NPS, if they would recommend NPS to a fellow CX colleague. How likely are you to recommend Net Promoter System to your CX colleagues? (on Why did you give that score?

NPS 126

NPS CX Net Promoter Score Close the Loop 126

CX Journey

OCTOBER 7, 2014

Image courtesy of Unsplash Designing a VoC program can be daunting. If you''re new to designing and implementing a VoC program, you''re probably scratching your head and wondering where to begin. If you are still struggling with getting executive buy-in, which is critical to VoC success, check out one of these posts: Help!

VOC 76

VOC Customer Journey Map Touchpoint Government 76

Lumoa

JUNE 30, 2022

If you want people in your organisation to appreciate the value of customer experience, you need to learn how to sell customer experience (CX) to those who are not dealing with it day in and day out. And that’s why CX is an area of business that’s often underappreciated, undervalued, and overlooked. You can become a driver of change.

Customer Experience 103

Customer Experience VOC Voice of the Customer CX 103

ClearAction

SEPTEMBER 22, 2022

CX Annuities Solve CX ROI & Tenure Dilemmas Lynn Hunsaker. CX annuities is a phrase I coined to represent massive savings and impressive gains available through a different approach to management of customer, partner, and employee experience. is CX Annuities. This is another layer of growth in your CX annuity.

CX 62

CX Sports Non-Profits Touchpoint 62

SurveySensum

FEBRUARY 13, 2025

Are you capturing feedback at all the relevant touchpoints/customer interactions handled by multiple teams? Set a Realistic Goal Depending on the size or stage of your organization, the CXO, CMO, CPO, or CCO (whoever is leading the CX initiatives) will call for an executive meeting to involve other stakeholders together with the CEO.

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Sentiment Analysis 52

Lumoa

OCTOBER 31, 2021

Forsta offers scalable Voice of the Customer (VoC), Voice of the Employee (VoE), and survey options, from quick polls to advanced data collection, that fuel actionable insights in real-time. This includes any unstructured feedback from survey responses to online reviews and customer support conversations.

VOE 78

VOE VOC Unstructured Data Artificial Intelligence 78

PeopleMetrics

JANUARY 15, 2020

Some clients are looking to launch their very first customer experience (CX) program, and others are looking to evolve their existing program. No matter where you fall on that spectrum, here are 3 things to consider as you're thinking about your bank’s 2020 CX program: 1. Which customer touchpoints should be measured?

CX 54

CX Touchpoint NPS Contact Center 54

ClearAction

FEBRUARY 23, 2015

A better way to streamline the data collection process is to review existing customer comments, especially customer-initiated VoC, to make an initial rough sketch of the customer experience journey, which can be validated or tweaked through direct customer interviews. Don't Confuse CX Technology with Customer Experience Management.

Customer Journey Map 96

Customer Journey Map Customer Experience Voice of the Customer VOC 96

Experience Investigators

JULY 12, 2022

What does building a Voice of The Customer (VoC) program from the ground up look like? Customer Listening Posts are specific tools, locations and mechanisms to gather customer feedback along specific touchpoints on the customer journey. 5 Questions to Ask When Setting Up Listening Posts to Improve your VoC Program.

VOC 52

VOC Close the Loop Social Media Voice of the Customer 52

ClearAction

JUNE 25, 2023

Artificial Intelligence in CX Learning Lynn Hunsaker Beware of artificial intelligence in CX learning! Since AI is based on what’s already out there, by definition, AI CX learning is going to be misleading. Very little has adapted in CX practices to urgent needs of the 2020s.

Artificial Intelligence 62

Artificial Intelligence CXM CX Data Mining 62

Lumoa

MARCH 20, 2018

Learn More about the role of AI in CX. The situation when B2B CX was very distant from B2C CX has been rapidly changing. Build a cross-functional CX team : get the key players from the whole company (chief executives, heads of departments) onboard CX transformation.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

PeopleMetrics

DECEMBER 5, 2017

All signs point to a successful Voice of Customer (VoC) program. 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. You’re measuring NPS and CSAT , and real-time alerts are coming in. That’s great!

Close the Loop 117

Close the Loop Net Promoter Score Hospitality Hospitality 117