Voice of the Customer

The New Voice in Analytics

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Regular Price: USD 1,500.00

Special Price USD 1,275.00


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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

Voice of the CustomerThe New Voice in AnalyticsIntroductionOrganizational Misalignment and Emerging Customer Contact Trends C-Level Titles Tracking with VoC InitiativesCustomer Interaction Analytics versus VoC AnalyticsManaging Customer Experience and ExpectationsVendor SolutionsUse CasesSummary and Recommendations

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