The Future of Customer Experience: Integrating Voice of the Customer Platforms with Emerging Technologies

 


Quadrant Knowledge Solutions defines a Voice of the Customer (VoC) platform as an integrated and comprehensive solution that collects customer feedback whether direct, indirect, or inferred across various data sources in a multichannel environment. This platform offers customer insights for analysis and operationalizes these insights to enhance customer experiences. When effectively executed, VoC tools provide a robust framework for improving customer experiences through detailed analysis of customer feedback.

Enhancements in AI/ML capabilities are driving contextual and hyper-personalized engagements, improving data analysis capabilities and capturing VoC feedback from various channels beyond direct surveys. Modern VoC platforms now include speech analytics that use AI technology to extract critical customer experience (CX) insights and facilitate intelligent actions based on recorded customer calls.

Another trend is the increasing focus on targeted surveys and personalized survey experiences to assess customer satisfaction, uncover hidden insights, and leverage these insights in customer-centric strategies to make smarter decisions. In the current era of customer experience, targeted surveys help organizations understand unique and evolving customer needs, bridging gaps in customer experience.

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Key questions this study will answer:

·       What is the current state of competition in the Voice of the Customer (VoC) market?

·       What market share do major vendors hold in this market?

·       What are the key competitive dynamics in the global and regional VoC markets?

·       Who are the leading vendors in the global and regional markets?

·       Are there vendors specializing in specific industries?

·       How do different vendors compare in terms of their offerings of cloud-based versus on-premises solutions?

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Strategic Market Direction:

Additionally, there is a growing emphasis on connecting VoC and Voice of the Employee (VoE) strategies to drive operational efficiency and further enhance customer experience. Recognizing that employee experience directly impacts customer experience, organizations are now focusing on converging these programs to ensure long-term growth. They are empowering frontline staff to share customer-related data and observations through various channels.

Voice of the Customer (VoC) is an integral part of an organization’s customer engagement and retention strategy. VoC helps organizations shift their focus from aggregate data to individual data, enabling them to deliver superior customer experiences. The platform also emphasizes the importance of closing the feedback loop and helps organizations address customer complaints.

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Vendors covered in this study:

Alida, Cisco Webex XM, Concentrix, CustomerGuage, CX Index, Forsta, Eloquant, InMoment, Medallia, Momentive, NICE, Pisano, Qualtrics, QuestionPro, SandSIV, SMG, SurveySparrow, Tivian, Upland Software, and Verint.

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