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 357

AI CX Sentiment Analysis Predictive Analytics 357

Futurelab

JUNE 22, 2025

#NoBullshitCX One thing we insist on when implementing any Voice of the Customer (VoC) programme: never – and I mean never – turn the score into a KPI tied to bonuses. We have worked with several automotive brands on their VoC rollouts. You have probably heard it yourself: “Please give us a 9 if you are unhappy, a 10 if you’re happy.”

VOC 130

VOC Close the Loop NPS Gaming 130

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 513

CX B2B Predictive Analytics B2C 513

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

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

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

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

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

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 490

Customer Experience VOC Net Promoter Score Government 490

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 Predictive Analytics 62

ECXO

JUNE 24, 2025

In neuroscience terms, you’re creating a prediction error —you’re doing something positive where they expected silence or indifference. That’s powerful. That’s sticky. That’s CX magic. Close the loop. And open the door to loyalty. #CX

Close the Loop 177

Close the Loop VOC CX Customer Experience 177

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

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 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

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

APRIL 11, 2025

If you want to truly transform your VoC program collect feedback while the customer is still in the experience. In-moment feedback changes everything! Because waiting even a few hours (let alone days) after an experience to ask for feedback adds friction, memory loss, and apathy.

VOC 62

VOC AI Start-ups Customer Experience 62

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

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 102

VOC Customer Satisfaction Customer Experience 102

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

eglobalis

MAY 20, 2025

VoC Platforms (Qualtrics, Medallia): Survey and text analytics. Finance teams track MRR and GRR. Integrate Technology Systems: CRM (Salesforce, HubSpot): Master record of all contacts and triggers. CDPs (Segment, Tealium): Behavior and journey data. Billing (Stripe, Recurly): Accurate MRR and churn metrics.

CX 328

CX B2C B2B NPS 328

eglobalis

JUNE 3, 2025

For example , Samsung Electronics revamped its global support strategy to integrate voice-of-the-customer (VoC) data across chat, call centers, and service centers. AI tools now analyze complaint trends and escalate unresolved issues directly to product and success teams.

AI 388

AI CX Net Promoter Score NPS 388

ECXO

MARCH 15, 2024

The seventh and final sin is not measuring customer satisfaction as well as other KPIs that reflect the customer’s health and life with the brand, along not having a VoC program means missing out on valuable insights. Keeping an updated VoC program is also necessary to understand the customer’s full story.

Customer Experience 290

Customer Experience VOC Net Promoter Score Innovation 290

Lumoa

FEBRUARY 7, 2023

In This Article: What is the Voice of the Customer (VoC)? How do you collect VoC data? How to make customer-centric decisions based on VoC Creating a full overview of the Voice of Customer What is the Voice of the Customer (VoC)? Here are just a few examples of data that could be included in VoC.

Voice of the Customer 158

Voice of the Customer VOC Social Media NPS 158

Callminer

MARCH 11, 2019

While asking for direct feedback is a critically important component of measuring customer sentiment, surveys have several limitations for VOC tracking in your contact center.

VOC 207

VOC Contact Center 207

Lumoa

FEBRUARY 21, 2023

VoC — or Voice of the Customer programs — helps businesses learn more about their consumers’ wants, needs, and preferences. While most VoC efforts start strongly, many tend to lose their traction over time— especially if the program isn’t properly implemented or the company becomes complacent. Here are some key insights.

VOC 78

VOC Omnichannel Customer Journey Map Touchpoint 78

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. Voice of the Customer (VoC) programs now include many opportunities with AI to enhance the customer experience. AI can be a worthy partner.

Voice of the Customer 98

Voice of the Customer VOC AI Artificial Intelligence 98

Customer Think

SEPTEMBER 27, 2021

Voice of the Customer (VoC) is a research method used to gather feedback on what customers think and […]. Businesses that will thrive in the long term are those that understand the needs of the changing customers and take positive actions to meet these needs.

Voice of the Customer 90

Voice of the Customer VOC 90