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

AI 312

AI CX Sentiment Analysis Predictive Analytics 312

CX Accelerator

JULY 22, 2019

Fortunately, tools do exist that collect direct customer feedback, or Voice of Customer (VoC), which can give insight as to the level of service they received so operations can be enhanced. ,,, How VOC Tools Work , Many VOC tools work with the phone system’s interactive voice response (IVR) creator to deliver a telephony-based survey after a call.

Contact Center 182

Contact Center VOC Net Promoter Score NPS 182

Callminer

AUGUST 31, 2022

Leveraging VoC is an essential step in boosting customer satisfaction. Read on for our outline of a modern VoC program and tips for putting customer insights to use.

VOC 182

VOC Customer Satisfaction 182

PeopleMetrics

MARCH 27, 2025

Its easy to think of VoC as a tool to put out firesto identify what went wrong, whos upset, and how to make it right. But if thats all your VoC program is doing, then its just a glorified complaint box. The truth is, the real power of VoC kicks in when it becomes part of your culturenot just your operations. Heres how it works.

VOC 62

VOC Sports AI CX 62

eglobalis

NOVEMBER 26, 2024

Empathy alone is like voice of the customer (VoC) initiatives that fail to close the loop—offering zero value to clients and accelerating their path to churn. In fact, for many clients, hearing “we understand your frustration” without a clear plan to resolve the issue only deepens dissatisfaction.

CX 493

CX B2B Predictive Analytics B2C 493

CX Accelerator

JULY 22, 2019

Fortunately, tools do exist that collect direct customer feedback, or Voice of Customer (VoC), which can give insight as to the level of service they received so operations can be enhanced. How VOC Tools Work Many VOC tools work with the phone system’s interactive voice response (IVR) creator to deliver a telephony-based survey after a call.

VOC 174

VOC Contact Center Net Promoter Score Customer Satisfaction 174

Futurelab

MAY 23, 2024

VoC manager should therefore be able tocreate a bridge between these two. Their VoC programme ran for many years; they invested time and effort into a platform to deliver customer insight to all parties that needed it. Your role as a VoC Manager is being a translator for everyone in the company.

VOC 32

VOC B2B Voice of the Customer Business Operations 32

PeopleMetrics

FEBRUARY 11, 2025

Back in 2017, I wrote about the critical importance of communication in Voice of Customer (VoC) programs. The Core Message Still Stands - With a Technological Boost I wrote then that "communication is the next make-or-break element of a successful VoC program," and this remains true! But now, AI has become our communication superpower.

VOC 77

VOC AI NPS Technology 77

CX Accelerator

OCTOBER 9, 2018

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. Below are several proven suggestions to help you level up your VoC program.

VOC 160

VOC Unstructured Data Close the Loop Social Media 160

Customer Think

NOVEMBER 12, 2021

VoC begets VoC I’m always championing active use of your Voice of the Customer (VoC) insights. After all, I say, if you’re just collecting your Customers’ insights but not doing anything with them.

VOC 129

VOC Voice of the Customer Customer Experience 129

PeopleMetrics

FEBRUARY 4, 2025

When I first wrote Listen or Die , I outlined how organizations typically fall into one of three VoC phases: Building, Growth, or Optimization. No matter where you start, the goal remains the samecreating a VoC program that delivers actionable insights, improves customer experience, and drives business results. That hasnt changed.

VOC 62

VOC AI Text Analytics Touchpoint 62

PeopleMetrics

APRIL 3, 2025

CRM + VoC integration has gotten a whole lot easier (and smarter) with AI. Today, you can embed VoC insights right into CRM records, so reps or managers dont need to bounce between platforms. VoC cant just be a tool for sales repsit must be for everyone who impacts the customer experience. But now, the easy part is even easier.

VOC 62

VOC CRM AI Sales 62

eglobalis

JUNE 27, 2024

This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. Voice of Customer (VOC) programs capture customer preferences, experiences, and expectations through direct and indirect feedback.

Customer Experience 450

Customer Experience VOC Net Promoter Score Government 450

PeopleMetrics

APRIL 1, 2025

Back in 2017, when I wrote Listen or Die , I shared what was then a bit of a controversial opinion: if you want people to pay attention to your VoC program, tie it to compensation! VoC programs that connect employee compensation to performanceespecially customer-facing managersare more likely to get traction. It still works.

VOC 62

VOC NPS AI 62

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 AI 62

PeopleMetrics

MARCH 7, 2025

We have just about every aspect of VoC surveyswhat types to use, where to deploy them, and how to make them effective. Customer lists (often called sample lists) are the biggest bottleneck in most VoC programs. Most companies dont have an automated way to extract and feed this data into a VoC platform.

VOC 62

VOC AI CRM Sales 62

PeopleMetrics

FEBRUARY 14, 2025

When I originally wrote about the need for external VoC partners , the main debate was whether companies should invest in a full-service VoC solution or manage the process themselves with a basic survey tool. AI-powered VoC platforms are emerging, promising to automate everything from data collection to predictive analytics.

VOC 62

VOC Close the Loop Predictive Analytics Social Media 62

eglobalis

AUGUST 19, 2024

Real-World Cases of Companies Moving Away from NPS Fujitsu Fujitsu transitioned from NPS to a comprehensive Voice of the Customer (VoC) program, integrating various feedback sources to better understand and respond to customer needs. What’s Next in VoC as Traditional Customer Surveys Fade from Our Memories? Eglobalis, [link].

NPS 434

NPS Net Promoter Score VOC Actionable Insights 434

PeopleMetrics

JUNE 4, 2019

The answer to this question is key to creating a world-class VoC program. While VoC looks different in B2B than in B2C, the idea of using it to retain customers and reduce churn is still central to both. VoC In Both Worlds. Each relationship and each interaction provide touchpoints for VoC feedback in B2B. VOLUME: Small.

VOC 122

VOC B2C B2B CEM 122

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 29, 2024

This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. Firms like Microsoft, Dell, Shopify, Cisco, and Lenovo use VOC to refine their products and services.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

ECXO

MAY 25, 2023

link] This event will provide a practical how to get things done from one of the top doers and experts in the world working in a $4.58B revenue global organization with over 31,000 employees in 85 countries. appeared first on ECXO - European Customer Experience Organization.

VOC 156

VOC CX AI Customer Feedback 156

CX Accelerator

JUNE 8, 2020

Check out this list of ten ideas, sure to spark some creativity for your voice of customer (VOC) program. Here’s a good format for these calls from ,, Sue Duris , Director of Marketing and Customer Experience at M4 Communications, Inc: “My #1 way to listen to the voice of customer (VOC) is by phoning a customer and chatting for 15 minutes.

Social Media 345

Social Media VOC VOE Contact Center 345

PeopleMetrics

MARCH 24, 2025

Theres a certain kind of VoC ROI thats immediateyou close the loop on a bad experience, follow up with the customer, maybe save the relationship, maybe turn a detractor into a promoter. Thats where root cause analysis (RCA) comes inand in my view, its one of the most powerful, yet underused, parts of a VoC program. Thats great.

VOC 90

VOC Close the Loop AI Text Analytics 90

PeopleMetrics

JANUARY 20, 2025

When I wrote Listen or Die , text analytics was already emerging as the backbone of Voice of the Customer (VoC) programs. Lets explore three key differences between traditional machine learning and LLMsand why they matter for VoC programs. Example: Imagine an airline using an LLM-powered VoC platform to analyze feedback.

Text Analytics 118

Text Analytics Machine Learning VOC AI 118

PeopleMetrics

JUNE 29, 2020

In my last blog post , I wrote about how to build a VoC program depending on the maturity of your current program. Given the changes in customer expectations across all industries brought about by COVID-19, it is now essential that you rethink your VoC program with a “beginners mind.”. 5 Recommendations for Reopening your VoC Program.

VOC 120

VOC CEM NPS Business Administration 120

Customer Think

NOVEMBER 8, 2022

Over the last few years, the Voice of Customer (VoC) has become essential to customer experience (CX). Surya SS, Head of CXM -Tredence Inc & Praveen Satyanarayana, Director, CXM- Tredence Inc.

VOC 118

VOC Net Promoter Score CXM NPS 118

Futurelab

APRIL 4, 2023

As those who follow me know, I am quite passionate about Voice of the Customer (VOC) Programmes being set up correctly to drive action, engagement and ROI. As the headline says, the majority of all VOC programmes are conceived and implemented in such a way that they don’t deliver the ROI they could (and should).

VOC 130

VOC NPS Predictive Analytics Actionable Insights 130

Futurelab

APRIL 4, 2023

As those who follow me know, I am quite passionate about Voice of the Customer (VOC) Programmes being set up correctly to drive action, engagement and ROI. Tags: VOC NPS Stefan Kolle Facebook Like Linkedin Share Button Tweet Widget In 2020 we also dropped a first whitepaper around this.

VOC 130

VOC NPS Voice of the Customer 130

PeopleMetrics

JANUARY 23, 2025

When I wrote Listen or Die in 2017, I made the case that NPS is invaluable for understanding the overall health of your customer relationships, but its not enoughespecially in a transactional VoC survey. The Bottom Line In transactional VoC surveys, metrics like NPS, CSAT, and CES are just the starting point.

NPS 118

NPS AI E-commerce CX 118

Callminer

FEBRUARY 10, 2021

Read this blog to understand the value of measuring and analyzing voice of the customer (VoC).

Voice of the Customer 271

Voice of the Customer VOC 271

The DiJulius Group

JULY 29, 2020

1. Feature Article Why You Need to Be Collecting VOC and CSAT By Jess Pischel, Customer Experience Consultant There is often some confusion when it comes to Voice of Customer (VOC) and Customer Satisfaction (CSAT). The post Why You Need to Be Collecting VOC And CSAT appeared first on The DiJulius Group. Read Full Article.

VOC 104

VOC Customer Satisfaction Customer Experience 104

ECXO

MARCH 6, 2025

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.

CX Transformation 339

CX Transformation B2B CX Government 339

PeopleMetrics

FEBRUARY 18, 2025

But even as AI takes on these tasks, the success of your VoC program still hinges on human expertise. Have you embraced AI-powered surveys, and how do you ensure that human insight remains at the heart of your VoC program? Your Turn So, whats your experience? Id love to hear your thoughts in the comments!

AI 104

AI VOC Engineering Customer Feedback 104

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! Example : A retail chain uses an AI-powered VoC platform to merge survey data with social reviews.

AI 71

AI VOC Sentiment Analysis E-commerce 71