eglobalis

MARCH 30, 2025

This article examines in detail how businesses in both B2B and B2C contexts are leveraging AI, sentiment analysis, voice-of-customer (VoC) platforms, predictive analytics, and streaming data to capture customer insights in the moment. Instead of explicitly asking How do you feel?,

AI 356

AI CX Sentiment Analysis Predictive Analytics 356

CX Accelerator

OCTOBER 9, 2018

Breaking free from survey mentality with unstructured customer feedback. It’s hard to say exactly when or how it happened, but the phrase “Voice of the Customer” (VoC) has become nearly synonymous with survey process. The key to breaking "survey mentality" is to effectively capture unstructured VoC data.

VOC 160

VOC Unstructured Data Close the Loop Social Media 160

PeopleMetrics

APRIL 10, 2025

Static surveys have long been the industry standard in VoC. Enter conversational surveysan innovative approach that uses AI to turn a static survey into a dynamic, evolving conversation with your customer. This is the future of VoC: combining clean, trendable data with rich, contextual stories about the customer experience.

AI 62

AI Unstructured Data VOC NPS 62

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. Both solutions also support more than 60 international languages.

VOE 78

VOE VOC Unstructured Data Artificial Intelligence 78

Execs In The Know

DECEMBER 6, 2021

Use surveys, agent notes (unstructured data), and one-on-ones with frontline managers to identify what broken processes or poor technologies agents are dealing with day after day that are never fixed. 2: Uncover Key Irritants. Understand what the most impactful irritants are for customers and employees and fix those first.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Execs In The Know

DECEMBER 6, 2021

Use surveys, agent notes (unstructured data), and one-on-ones with frontline managers to identify what broken processes or poor technologies agents are dealing with day after day that are never fixed. 2: Uncover Key Irritants. Understand what the most impactful irritants are for customers and employees and fix those first.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Confirmit

MAY 29, 2018

What is Voice of the Customer (VoC)? Voice of the Customer refers to the way an organization collects customer feedback, analyzes the data, distributes it to the right people and takes action on these insights in order to generate financial benefits. Bring in the Voice of the Customer to fuel innovation throughout the organization.

Voice of the Customer 40

Voice of the Customer VOC Customer Journey Map Net Promoter Score 40