Callminer

MAY 27, 2019

By leveraging a Voice of the Customer analytics solution, you’ll combine insights from surveys, email, phone, and chat for a comprehensive picture of your customers.

Voice of the Customer 207

Voice of the Customer Customer Survey 207

Lumoa

FEBRUARY 7, 2023

This is where a Voice of the Customer approach can help by organizing and prioritizing customer insights into a usable format. In This Article: What is the Voice of the Customer (VoC)? Why you should care about the Voice of the Customer? Why you should care about the Voice of the Customer?

Voice of the Customer 158

Voice of the Customer VOC Social Media NPS 158

CX Accelerator

FEBRUARY 12, 2018

If customers don’t get immediate value, they will likely leave and go to a company who will deliver an experience that meets their expectations. To be able to know and understand what customers want, companies must listen to their customers. That’s why companies are implementing some type of voice of the customer (VoC) program.

Voice of the Customer 140

Voice of the Customer VOC Close the Loop Unstructured Data 140

Callminer

OCTOBER 9, 2018

CallMiner announced a partnership with Medallia, the leader in Customer Experience Management cloud technology.

Voice of the Customer 182

Voice of the Customer Customer Experience Management Technology Technology 182

Experience Investigators

OCTOBER 27, 2020

Voice of the Customer (VoC) programs often start with a general plan on how to gather customer feedback. The plan typically includes suggestions for customer listening posts. Listening posts: Help us understand individual customer needs and experiences closer to real-time. What feedback to gather.

Voice of the Customer 130

Voice of the Customer Close the Loop VOC Social Media 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 514

CX B2B Predictive Analytics B2C 514

Customer Think

AUGUST 7, 2021

Voice of the Customer (VoC) has been a nut our industry has tried to crack with varying degrees of success. Despite difficulties in uncovering it, the act of gathering VoC has always been a necessary endeavor to capture rich customer insights that guide important business changes.

Voice of the Customer 122

Voice of the Customer Artificial Intelligence VOC AI 122

Customer Think

AUGUST 20, 2021

B2B voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons to B2C trends. So, what does it mean? Let’s look at a sports analogy for enlightenment.

Voice of the Customer 137

Voice of the Customer B2B Sports B2C 137

CX Network

SEPTEMBER 26, 2023

How to implement a successful Voice of the Customer program in 5 steps

Voice of the Customer 107

Voice of the Customer VOC 107

Lumoa

MAY 10, 2020

Businesses use voice of the customer programs to gather essential input for setting design specifications for products or services. The goal of VoC is to give businesses a detailed understanding of what the customers' needs and wants are. It can also act as a springboard for future innovations. Feed generated with FetchRSS )

Voice of the Customer 113

Voice of the Customer VOC Innovation 113

eglobalis

OCTOBER 21, 2024

Trader Joe’s (USA) : After receiving a complaint from an elderly customer, Trader Joe’s reinstated a discontinued product and personally followed up with the customer. This action generated positive buzz and reinforced their customer-centric reputation​.

Social Media 521

Social Media B2B Sentiment Analysis B2C 521

Execs In The Know

MARCH 31, 2024

During her keynote address at Customer Response Summit (CRS) in Tucson, Tracy Sedlak, Senior Vice President of Customer Success at Offerpad and Execs In The Know Board Member, tackled the pivotal aspects of CX and the Voice of the Customer (VOC), weaving together insights and strategies critical for leadership.

Voice of the Customer 104

Voice of the Customer VOC Age of the Customer Innovation 104

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. There are many ways AI is offering faster and more efficient ways to understand customer feedback and deliver better experiences.

Voice of the Customer 98

Voice of the Customer VOC AI Artificial Intelligence 98

SurveySensum

APRIL 15, 2025

Check how you can analyze the survey data here Action & Reporting There is no point in capturing customer feedback if you are not going to take any action on it. Well, an efficient voice of the customer tool helps you with it. It helps you conduct the research to understand the voice of your customer seamlessly.

Voice of the Customer 52

Voice of the Customer VOC Sentiment Analysis Close the Loop 52

Customer Think

SEPTEMBER 27, 2021

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 (VoC) is a research method used to gather feedback on what customers think and […].

Voice of the Customer 90

Voice of the Customer VOC 90

Callminer

APRIL 17, 2017

To learn about the various methods for capturing the VoC that go overlooked by customer-facing organizations, we asked a panel of experts to weigh in.

Voice of the Customer 182

Voice of the Customer VOC Sales 182

Help Scout

AUGUST 22, 2023

Today’s most successful businesses understand their customers on a deeper level. Voice of the Customer data. Here are 10 ways to collect it. Read the full article

Voice of the Customer 80

Voice of the Customer 80

eglobalis

SEPTEMBER 3, 2024

I am often asked ‘what is the best Voice of the Customer (VoC) platform?’ I am keen that CX Practitioners see themselves as customers when buying and using a VoC platform. To be honest I don’t believe these activities deliver the best value of the Voice of the Customer. What do you want from your VoC platform?

VOC 338

VOC CX Voice of the Customer Text Analytics 338

Callminer

AUGUST 14, 2023

Voice of the customer analytics is crucial for businesses to gather insightful customer feedback, utilizing strategies such as surveys, social media listening, in-app reviews, live chat, and more.

Social Media 324

Social Media Voice of the Customer Customer Feedback 324

Customer Think

OCTOBER 1, 2023

When you’re bringing customer feedback and other customer data from across the organization together to get that holistic view of the customer’s journey and then using that to not only design and deliver a seamless omnichannel experience but also to orchestrate journeys, you’ve reached a high level of VOC maturity.

Voice of the Customer 78

Voice of the Customer VOC Omnichannel Customer Feedback 78

ECXO

MARCH 6, 2025

Storytelling is a powerful tool here sharing real customer stories, both successes and failures, can help employees emotionally connect to the impact they have on customers. Some companies bring the voice of the customer into internal meetings by playing recorded client feedback or inviting customers to speak about their experience.

CX Transformation 338

CX Transformation B2B CX Government 338

eglobalis

JUNE 3, 2025

Instead of measuring success merely by speed or resolution volume, leading organizations incorporate Customer Effort Score (CES) and First Contact Resolution (FCR) into larger metrics like Net Promoter Score (NPS) and Customer Lifetime Value (CLV).

AI 390

AI CX Net Promoter Score NPS 390

Callminer

APRIL 2, 2019

We are well within the “Age of the Customer”. The first step toward competing successfully in this era is capturing the voice of the customer.

Age of the Customer 254

Age of the Customer Voice of the Customer AI 254

Callminer

FEBRUARY 5, 2020

Voice of the Customer (VoC). These options can prove highly useful when you have more than one way of interacting with your customers. Automation as it pertains to capturing metrics, tends to come down to survey suggestions being pushed to customers and agents at opportune moments. Automation.

Net Promoter Score 251

Net Promoter Score VOC Voice of the Customer NPS 251

eglobalis

MARCH 30, 2025

By leveraging AI in this way, companies effectively listen to customers continuously without bombarding them with questions. They capture the voice of the customer as it is naturally expressed. This not only reduces the need for separate follow-up surveys after interactions, but it also provides richer context.

AI 359

AI CX Sentiment Analysis Predictive Analytics 359

CX Accelerator

JUNE 8, 2020

Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%. Author: Jeremy Watkin.

Social Media 345

Social Media VOC VOE Contact Center 345

Customer Think

FEBRUARY 15, 2024

Much mentioned but not always a clear guideline on how to apply it in your customer research. Here are three common Prompts I use to classify the customer feedback. Topic modeling, Customer sentiment, Emotional Value Index. What methods to use with AI?

Voice of the Customer 69

Voice of the Customer Artificial Intelligence AI Customer Feedback 69

CX Accelerator

OCTOBER 3, 2019

In the onboarding phase, I'm being more direct about how we honor our customers’ voice together to ensure a memorable, consistent experience. Immediately begin listening to the voice of the customer Is there a better way to improve CX than to listen to the voice of the customer?

CX 296

CX Voice of the Customer Contact Center Start-ups 296

Intercom, Inc.

OCTOBER 22, 2020

As the Chief Experience Officer at Officium Labs and the co-founder of CX Accelerator , a virtual community for customer experience professionals, Nate has over a decade’s experience helping business leaders and employees create powerful end-to-end customer journeys. Voice of the customer. Strategy and leadership.

CX 218

CX Voice of the Customer Sentiment Analysis Close the Loop 218

ECXO

JULY 10, 2024

A comprehensive approach that integrates multiple feedback sources, including Voice of the Customer (VOC) metrics, data analytics, and AI, is essential for a complete understanding. Sony and LG in South Korea exemplify the difficulties of applying NPS in contexts that require sustained service excellence and relationship management.

Sentiment Analysis 374

Sentiment Analysis Customer Feedback NPS Net Promoter Score 374

CX Network

MARCH 3, 2025

Senior event producer Chloe Chappell covers the key takeaways from the two-day online webinar series

Voice of the Customer 59

Voice of the Customer 59

PeopleMetrics

FEBRUARY 13, 2025

No matter how talented you are as a customer experience or market research professional, you need a team to build and sustain a world-class Voice of the Customer (VoC) program. In this lesson, were focusing on the internal help youll need. (In In the next blog post, I focus on Lesson 16 in the age of AI and external partners.)

VOC 109

VOC Legal AI Sentiment Analysis 109

eglobalis

JULY 2, 2024

Comprehensive feedback from multiple sources, integrating Voice of the Customer (VOC), metrics, measurements, data analytics, real-time sentiment analysis, and evolving AI developments, is essential for gaining a complete customer understanding.

NPS 493

NPS Customer Feedback Net Promoter Score B2C 493

CX Accelerator

FEBRUARY 2, 2020

Yes, there is a lot of math in the world of CX and understanding and quantifying the voice of the customer is just scratching the surface. . - Mathematics and Data Science (7 mentions) I would have studied more math - there is a lot more math in this job than you'd think! Yael McCue.

Customer Experience 320

Customer Experience Business Administration Customer Journey Map CX 320

Futurelab

JULY 19, 2024

One of the largest insurance groups in the world asked us to review their Voice of the Customer programme. Their customer KPI was highlighted in the annual report, they had a clear business case on how many millions in extra profits one extra percentage point meant, and they regularly communicated the results internally.

VOC 162

VOC Voice of the Customer 162

Totango

AUGUST 14, 2020

Audience: When it comes to relaying feedback to internal stakeholders, what tools do you use to collect customer feedback, share it internally, and present it in a clear way? Stephanie Comardelle: This is really where Voice of the Customer comes to play.

Voice of the Customer 158

Voice of the Customer Start-ups Sales Customer Feedback 158