Experience Investigators

FEBRUARY 20, 2024

Voice of the Customer (VoC) programs have leveraged some level of artificial intelligence (AI) in many ways already, including pattern recognition, predictive analytics, and sentiment analysis. but we are the ones leading how to listen to customers. These customers simply don’t share their feedback.

Voice of the Customer 98

Voice of the Customer VOC AI Sentiment Analysis 98

DMG Consulting

DECEMBER 7, 2021

Many other departments will also benefit from gaining a first-hand view of customer expectations and feedback. This includes auditing and compliance functions that need to make sure employees follow the company’s rules and guidelines when interacting with customers and prospects. appeared first on DMG Consulting.

Text Analytics 77

Text Analytics Contact Center Legal Artificial Intelligence 77

DMG Consulting

APRIL 14, 2023

Interaction Analytics: Listening in on the Omnichannel Customer Journey View this article on the publisher’s website. Interaction analytics (IA) literally listens to (or reads) the voice of the customer and interprets what they are saying (or writing) and how they feel about a company, product, or service.

Omnichannel 48

Omnichannel Sentiment Analysis Net Promoter Score Contact Center 48

Beyond Philosophy

MAY 12, 2021

Organizations can understand the customer better and react faster to what they need. Porte was most excited to find in the research that 78 percent of business leaders reported investments in artificial intelligence (AI). Also, AI was high on the lists, as well as chatbots and intelligent virtual assistants.

Customer Expectations 88

Customer Expectations AI Machine Learning Technology 88