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AI and Real-Time Tech vs. Traditional CX Surveys: Who Will Win the Upcoming Battle?

eglobalis

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. This closes the loop faster than traditional survey programs where findings might take weeks to disseminate.

AI 357
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How to Lead a B2B CX Transformation Program—And Avoid Costly Mistakes

ECXO

A robust Voice of the Customer (VoC) program ensures that the CX transformation is guided by actual customer insights rather than assumptions. Modern VoC platforms can categorize feedback by topic and sentiment, helping CX teams to identify the most frequent pain points across the customer base.

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How to Define and Execute a B2B Customer Experience Strategy

eglobalis

Systems like VOC and companies such as Sandsiv help provide real-time customer insights. Mini Business Cases Elevator Manufacturer: Schindler Group Case Schindler, a European elevator manufacturer, identified a gap in their customer journey.

B2B 407
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IS YOUR PROCESS SOMEONE’S PAIN?

Futurelab

A client of ours, a testing device manufacturer, had a service contract that promised replacement of broken equipment within the next 3 business days. Product – voc? This is a bridge to voc posts That little something is often a process that is so “business as usual” ,nobody asks why it is done this way or whether it’s ok.

VOC 162
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EACH NUMBER COUNTS

Futurelab

When I presented customer feedback to a global leader in steel manufacturing, the management team was very happy with the overall scores (which were pretty decent). This is the easiest ROI of your VoC program! Shall we check if your VoC programme is capable? #NoBullshitCX #20yearsFuturelab “Don’t stick to the seemingly obvious.”

VOC 147
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Beyond the Ask: A Practical Guide to Deciding Which Customer Feedback to Act On

eglobalis

Siemens (Germany) Siemens, a leader in industrial automation, received several requests from its manufacturing clients for improved real-time data analytics tools. This solution not only satisfied the original customer but also opened new possibilities for other businesses, making Salesforce’s platform even more versatile.

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Why Voice of Customer Matters (& How To Do It Right)

SurveySensum

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