CX Journey

JULY 10, 2014

To do that, we must have the right data at our fingertips. What is the right data? Analysis takes many forms because there will be many different types of data to make sense of. You''ll conduct linkage analysis to link customer and employee data, customer feedback with operational metrics, and all data to financial measures.

Unstructured Data 71

Unstructured Data Customer Experience VOE Data Mining 71

SurveySensum

DECEMBER 24, 2024

Closed Loop Follow-Up Use detailed feedback and insights to resolve bad customer experiences immediately and convert your detractors and passives to promoters. Voice of the Customer Tool Listen to your customers during their journey with your products and services and understand what matters to them most.

Sentiment Analysis 52

Sentiment Analysis NPS AI Start-ups 52

Confirmit

APRIL 29, 2019

Sarah Simon, VoC Program Renovation. Also remember that with every survey you are putting miles on your customers and wearing them out. Try using unstructured data to capture feedback without having to ask for it at every touchpoint. Voice of the Customer Company Best Practices.

CX 40

CX Unstructured Data VOC NPS 40

Execs In The Know

DECEMBER 6, 2021

Additionally, identify common or key topics of interest across the two sets of feedback (from employees and customers) and incorporate this intelligence within your analytics. #2: Understand what the most impactful irritants are for customers and employees and fix those first. 2: Uncover Key Irritants.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Execs In The Know

DECEMBER 6, 2021

Additionally, identify common or key topics of interest across the two sets of feedback (from employees and customers) and incorporate this intelligence within your analytics. #2: Understand what the most impactful irritants are for customers and employees and fix those first. 2: Uncover Key Irritants.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

PeopleMetrics

JANUARY 16, 2025

In Lesson #3 of Listen or Die , I wrote about the power of Voice of the Customer (VoC) programs to act as a single source of truth for all customer feedback. The foundation of this integration is a VoC software platform! The Road Ahead The potential for AI-powered VoC platforms is vast. And at scale.

VOC 71

VOC AI Sentiment Analysis E-commerce 71

Fonolo

NOVEMBER 17, 2020

With that in mind, Data Scientists have become more desirable since it’s the management and use of all this data that will be the key differentiator. Ultimately, businesses need to find more ways to connect the mix of structured and unstructured data, helping them better address their customers’ needs.

Contact Center 176

Contact Center CX Social Media Omnichannel 176

PeopleMetrics

JULY 31, 2018

When customers provide their answer to this question, it comes in the form of a number—in this case, a 5 would indicate very satisfied with the most recent visit to the hotel, a 1 would indicate very dissatisfied , and so on. The question then becomes this: how do we make sense out of these unstructured comments from customers?

Text Analytics 79

Text Analytics VOC Unstructured Data CEM 79

SurveySensum

APRIL 15, 2025

However, what if you’re not actively gathering and analyzing customer feedback? This is where Voice of Customer (VoC) tools come into play. These tools also help you connect with the right customers, gather invaluable insights, and analyze their responses all from a single, user-friendly dashboard.

Voice of the Customer 52

Voice of the Customer VOC Sentiment Analysis Close the Loop 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. Why Does Voice of the Customer Matter?

Voice of the Customer 40

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

PeopleMetrics

APRIL 22, 2025

Over the past 3 months, Ive been revisiting lessons from Listen or Die: 40 Lessons That Turn Customer Feedback into Gold through the lens of AI. From NPS to VoC, AI has transformed how we look at and act on customer experience. Writing this series has been one of the most energizing projects of my career.

AI 62

AI VOC Text Analytics NPS 62