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The New Voice in Analytics
11-Feb-2013
North America
Market Research
9857-00-2F-00-00
IT00130-NA-MR_01124
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.
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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| Deliverable Type | Market Research |
|---|---|
| No Index | Yes |
| Podcast | No |
| Author | Nancy Jamison |
| Industries | Information Technology |
| WIP Number | 9857-00-2F-00-00 |
| Is Prebook | No |
Voice of the Customer
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