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Voice of the Customer

The New Voice in Analytics


RELEASE DATE
11-Feb-2013
REGION
North America
DELIVERABLE TYPE
Market Research

RESEARCH CODE
9857-00-2F-00-00
SKU
IT00130-NA-MR_01124
Yes
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Voice of the Customer
Published on: 11-Feb-2013 | SKU: IT00130-NA-MR_01124

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Description

This market insight looks at the tools and strategies being used to harness the voice of the customer (VoC), as part of the broader industry effort to improve the customer experience. It incorporates customer use cases from interviews on customers’ VoC goals, initiatives, and best practices.

Table of Contents

Introduction

Organizational Misalignment and Emerging Customer Contact Trends

C-Level Titles Tracking with VoC Initiatives

Customer Interaction Analytics versus VoC Analytics

Managing Customer Experience and Expectations

Vendor Solutions

Use Cases

Summary and Recommendations

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