Tag: voice of the customer

Enter the AI World – or Be Left Behind

Posted on June 28, 2024 by Alex Mason - Featured Content, Strategy and Best Practices

There is no shortage of current conversations about artificial intelligence (AI) – both its advantages as well as potential concerns. There are also many more unknowns than definites when it comes to the world of developing computer systems capable of performing tasks typically associated with human intelligence.

What is Text Analytics? A Beginner’s Guide

Posted on December 10, 2022 - Strategy and Best Practices, Voice of the Customer

The world generates 2.5 quintillion bytes of data every single day. That’s 18 zeros! Where is all this data coming from? Well, us. The challenge is managing this volume of information. Luckily, text analytics assists companies in capturing and executing on the data customers generate to improve their experience—and ultimately gain a greater share of wallet.

26 Actionable Steps to Improve Customer Satisfaction

Posted on April 4, 2022 - Strategy and Best Practices, Voice of the Customer

Customer experience professionals need to embrace a new way of thinking. Today, customers expect personalized service, the ability to customize products and services to serve their unique needs, and immediate gratification.

What is Voice of The Customer (VoC)? – Questions, Templates & Methodologies

Posted on October 7, 2021 - Voice of the Customer

Voice of the customer, or VoC, has become mainstream – a common, or even essential strategy for many businesses. But what is VoC, and what is the benefit of establishing a VoC strategy?

How to Build Voice of the Customer Survey Questions

Posted on October 7, 2021 - Strategy and Best Practices, Voice of the Customer

In today’s business environment, we hear a lot about the voice of the customer. And with good reason. More than ever, listening to your customers makes sense. And that is what voice of the customer or “VOC” programs are all about – listening to your customers to hear about their experiences, learn their likes and dislikes, understand their perspective, and anticipate their needs.

4 Steps to Designing a Listening Architecture

Posted on September 25, 2018 - Strategy and Best Practices, Voice of the Customer

To get a deep understanding of customer needs and expectations, a robust and meaningful Voice of the Customer (VoC) program needs to be in place to collect the insights needed to drive CX strategy. But, just as a builder wouldn’t build a home without a blueprint, you shouldn’t build a VoC system without a plan.