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

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

ECXO

MARCH 21, 2023

Kellogg Graduate School of Management, Evanston, IL USA, and Undergraduate studies in Information Systems and Industrial Engineering. He currently works with tech global companies aiming to transform themselves around simplification models, culture and digital transformation, customer and employee experience as professional services.

Customer Experience Maturity Model 295

Customer Experience Maturity Model B2B CX Customer Experience 295

Intercom, Inc.

MAY 22, 2019

I started in technology at Salesforce – I was their first female engineer and learned early on how valuable it can be to build a company from the perspective of your customer. We’re not going to make you think up an entire “Voice of the Customer” (VoC) program. Deepa: I love telling this story.

Voice of the Customer 199

Voice of the Customer Net Promoter Score Machine Learning ML 199

ClearAction

FEBRUARY 27, 2015

Don't assume that customer experience personas initiated by engineering (R&D) are only applicable to that function (and vice versa for branding, advertising, marketing, sales, or service-initiated customer experience personas). ClearAction offers a CCXP Exam Prep Course.).

Customer Journey Map 118

Customer Journey Map Voice of the Customer Advertising/ Marketing VOC 118

ClearAction

AUGUST 16, 2016

And the engine represents CXM measurement. Robust processes and tools are necessary for strategic action on VoC data. When I was at Applied Materials we had a well-oiled machine in our VoC actioning. Let’s talk about that engine. The steering wheel represents the CXM organization and governance.

CXM 67

CXM Customer Experience VOC Sports 67

Customer Think

JANUARY 28, 2024

I know I rail on about VoC (truth be known, that’s not my strongest topic of expertise; I’m much more of a Process Engineer)…Sure, VoC and Customer Insights inform the work we do to improve and better align our Customers’ Experiences with our Brand Promise, but it’s really just the first step.

VOC 52

VOC Engineering Customer Experience 52

Beyond Philosophy

JANUARY 12, 2022

However, to be proactive, you need to add a new voice into the mix with the “Voice of the Customer (VoC).” Goebel recently wrote a great article, “ It’s Time for the VoC to Get a Little Brother: The Voice of the Product,” that introduced me to the idea of the ‘Voice of the Product’. Goebel doesn’t see the VoP replacing the VoC.

VOC 78

VOC Contact Center Voice of the Customer Start-ups 78

SurveySensum

MARCH 10, 2025

Whether its chat, email, or call transcripts, valuable VOC is everywhere – but are you making the most of it? Recognizes social engineering tactics : Flags manipulative language that indicates fraud attempts. Monitors high-risk transactions : Tracks conversations involving sensitive information to detect unauthorized access.

AI 52

AI Text Analytics Compliance Sentiment Analysis 52

C3Centricity

JUNE 2, 2021

They did not want to lower their prices, so they started working with the engineers early on NPD and found their success rate much higher. Years ago we had a client selling new road construction materials to civil engineers to be included in the specifications. Another example is a carton supplier who was constantly losing bids.

Manufacturing 133

Manufacturing B2B B2C Start-ups 133

ClearAction

NOVEMBER 16, 2023

VoC Maturity Essentials – VoC Collaborators – VoC Transformers 3. Despite this significant investment of energy and resources, VoC today might be rated between 3-6 on a 10-point scale for each of the 3 maturity criteria listed above. Clearly, it’s not yet enjoyably easy for customers to participate in VoC.

VOC 62

VOC B2B Close the Loop Non-Profits 62

Help Scout

SEPTEMBER 14, 2021

At Workshop, they take a similar approach, just a little less structured: “Technically, on paper, I’m the only one in support right now, but people from engineering, design, and product all pitch in. Another useful tool to put customer service in the spotlight is through a voice of the customer (VoC) report.

Customer Service 128

Customer Service VOC Start-ups NPS 128

PeopleMetrics

APRIL 15, 2015

Why You Should Ask This Question: If you have survey design and Voice of Customer (VOC) expertise in house, this factor may seem unimportant to the overall success of your customer experience improvement program. the questions to ask, the actions that work, the barriers to support) will translate into a quality VOC solution.

Voice of the Customer 81

Voice of the Customer Net Promoter Score Text Analytics VOC 81

ClearAction

AUGUST 21, 2016

Engine = measurement program. Eventually, we could overlay VoC trends and financial trends on top of our internal progress metrics. This involved timing the survey reporting to coincide with strategic planning processes, and making VoC analyses available specific to big initiatives and decisions. Wheels = processes and tools.

Customer Experience 54

Customer Experience VOC CXM Voice of the Customer 54

ClearAction

OCTOBER 1, 2018

This conclusion is reinforced by Temkin Groups’ annual Voice of the Customer (VoC) Maturity study. Year after year in this study, the vast majority of companies are still in the Collector and Analyzer stages of VoC maturity. Flowing CXM starts with VoC as the shaper of corporate strategy and culture.

CXM 63

CXM VOC Customer Experience Artificial Intelligence 63

ClearAction

MAY 29, 2016

Value creation occurs through Engineering, Manufacturing, and/or Operations. Fourth, establish cadence, channels, digestion and actioning of collective BI-VoC sent upstream to the value creators and value enhancers across the company. Value Creation, Communication & Management.

Customer Experience 97

Customer Experience Social Media Customer Experience Management Predictive Analytics 97

SurveySensum

FEBRUARY 24, 2025

SurveySensums AI-powered Text and Sentiment analytics software helps businesses listen to 360-degree VoC across multiple channels – including in-app feedback, chats, Play Store reviews, emails, surveys, and more. Search Engine Optimization: Identifies trending keywords and topics to improve search rankings.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Social Media Machine Learning 52

PeopleMetrics

APRIL 4, 2017

Consider the field of engineering, for example; they study how and why failures occur to learn how to build stronger, safer structures. The rich Voice-of-the-Customer (VoC) most customer-centric organizations gather is rife with stories of things not going as hoped or planned. This is a huge mistake.

Voice of the Customer 94

Voice of the Customer Gaming Innovation VOC 94

DMG Consulting

FEBRUARY 25, 2019

Powerful speech engines, increasingly delivered via the cloud, send reminders to agents to give required disclosures within prescribed time frames, identify potential fraud situations before protected information is released, and deliver timely guidance on the right product or service. VoC Unfiltered.

AI 48

AI Text Analytics Machine Learning Predictive Analytics 48

SurveySensum

DECEMBER 30, 2024

Listen and respond to customers using the Listening engine. Its like having a complete toolkit for managing Voice of the Customer (VOC) data, all in one place. Uncover trends and patterns in CX using behavior analytics. Monitor responses in real-time with the help of AI and machine learning.

Sentiment Analysis 52

Sentiment Analysis Machine Learning NPS B2B 52

SurveySensum

MARCH 3, 2022

VOC tools help you listen and comprehend the customer expectations, opinions, and feedback. What are VoC tools? Mandatory features to look for in a great VoC tool? What are VoC tools? A VOC tool is software that allows you to collect feedback and generate in-depth analysis reports from unstructured data.

Voice of the Customer 52

Voice of the Customer VOC Sentiment Analysis Close the Loop 52

CX Journey

MAY 5, 2015

Erin shares specific methodologies, approaches, and proven practices that have moved the needle at John Deere by enabling success in areas of strategic planning, governance, executive buy-in, analytics, VoC, and MoT design and delivery. Let's dive in to her presentation. Think of a picture of a tractor, as she explains.

Government 68

Government Customer Experience VOC CX 68

ClearAction

DECEMBER 31, 2017

1) Is your voice-of-the-customer (VoC) approach designed to make your whole company smarter than your competition about your customers’ realities? 2) Is your VoC approach designed to inform every functional area and business ritual (budgeting, planning, reviews, development, advancement, rewards, etc.) If not, re-design it!

Customer Experience 54

Customer Experience VOC Non-Profits Customer Experience Management 54

ClearAction

NOVEMBER 5, 2017

And sometimes customer-facing staff has a distinct customer experience vision that is at odds with their upstream value chain (engineering, IT, finance, production, marketing, supplier management, etc.). Different visions for customer experience at different locations of your company presents a variety of problems. Consistency is the key.

Customer Experience 69

Customer Experience Net Promoter Score VOC Finance 69

Confirmit

OCTOBER 18, 2018

Siemens Corporation: Bringing a Global Approach to VoC. subsidiary of Siemens AG, a global technology powerhouse that has stood for engineering excellence, innovation, quality, and reliability for more than 165 years. VoC 5 Secrets to Drive Customer Loyalty & Advocacy. Interesting Links. CASE STUDY. Learn More. Learn More.

Customer Retention 45

Customer Retention VOC Net Promoter Score Voice of the Customer 45

Taylor Reach Group

JUNE 11, 2018

Phone is the customer service channel used most in the US, more often than email, in-person, live chat, mobile app, self-service, search engine, social media, online community, text message, or Chatbot. Random monitoring of recorded calls is the second most popular way of measuring VOC, and is used by 30.2% of Contact Centers.

Contact Center 50

Contact Center Social Media E-commerce VOC 50

ClearAction

SEPTEMBER 22, 2022

Troubleshooting derails engineers from designing new value. And VoC aims to count (and even beg for) possible recommendations, instead of enriching your managers with deep insights for sustainable differentiation. Customer Success + Loyalty programs. Productivity : Negative word of mouth dilutes the value of your Marketing messages.

CX 62

CX Sports Non-Profits Touchpoint 62

Customer Bliss

APRIL 24, 2018

We discuss how she created a path for her global role leading customer experience across all of Microsoft, and how she has engaged with the organization to translate CEO Satya Nadella’s mantra of “customer obsession” into its operating model, engineering and culture. Be Patient and Gain Credibility Before Driving Transformation.

VOC 51

VOC CX Engineering Customer Experience 51

ClearAction

MAY 24, 2016

Engineers may be requested formally or informally to visit their counterpart (electrical, mechanical, chemical, industrial, software, etc.) Using B2B VoC to Transform Customer Experience. There’s much more than a call center involved. to work out the details in creation and use of the product.

B2B 59

B2B Manufacturing Legal Voice of the Customer 59

SugarCRM

OCTOBER 11, 2021

Sugar provides a BPM (Business Process Model) engine that automates best-practice processes. Sugar Market can send NPS (Net Promoter Score) and VOC (Voice of Customer) surveys to your customers. Sugar Serve will track service level promises and escalate cases that are departing from ideal timelines.

Net Promoter Score 45

Net Promoter Score VOC Case Management Sales 45

Waypoint Group

JULY 18, 2018

In this specific VOC example, the NPS efforts were very effective at getting us data on product related issues and we suspected this would be the case from the on-set of the program. Based on my experience, the importance of gathering VoC extends to more than just retention and upsell opportunities.

NPS 40

NPS VOC Voice of the Customer Start-ups 40

Experience Investigators

APRIL 14, 2020

Look at your existing Voice of the Customer (VoC) and behavioral analytics data if you have it. An engineering client decided their best journey map template was a color-coded spreadsheet. Customer behavior and actions. Systems, procedures, and touchpoints. With the technology and tools today, we can gather a lot of this virtually.

Customer Journey Map 136

Customer Journey Map Touchpoint Start-ups Social Media 136

Qualtrics

OCTOBER 26, 2015

” That pool attendant knew that it would be impossible for the guest to get to the beach with her wheelchair so he contacted the engineering department and together, they built a wooden pathway from the pool to beach so that her wheelchair wouldn’t sink in the sand.

Customer Experience 45

Customer Experience VOC Engineering CX 45

ClearAction

MAY 29, 2016

Value creation occurs through Engineering, Manufacturing, and/or Operations. Fourth, establish cadence, channels, digestion and actioning of collective BI-VoC sent upstream to the value creators and value enhancers across the company. Value Creation, Communication & Management.

Customer Experience 67

Customer Experience Social Media Customer Experience Management Voice of the Customer 67

ClearAction

SEPTEMBER 27, 2018

They’re the engine behind your growth. Understand Customers’ Realities : Is your voice-of-the-customer (VoC) approach designed to make your whole company smarter than your competition about your customers’ realities? These criteria drive behavior even more than goals and values. If not, re-design it!

Business Growth 74

Business Growth Non-Profits Sports Innovation 74

SurveySensum

NOVEMBER 8, 2023

One effective way to gather VoC is by collecting real-time customer feedback during interactions. By leveraging real-time customer feedback to gather VoC insights, businesses can boost customer retention rates and increase the number of referrals. What more could you strive for?

CX 52

CX Customer Experience Artificial Intelligence NPS 52

SurveySensum

JULY 14, 2020

A leader in customer experience, he has spent years in leading successful CX, Voice of the Customer (VoC), and marketing teams. Nick Lygo-Baker – CCXP, CMRS, CX Strategy & VoC Expert, Owner & Founding Director at Paradigm CX. LinkedIn : [link] /. Website : [link]. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience CX E-commerce Social Media 132