Voice of the customer
Businesses rely on the voice of the customer (VoC) to improve product development and the customer experience. Learn about the latest VoC tools and strategies to collect customer feedback and gauge customer expectations.
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Voice of the customer News
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August 27, 2019
27
Aug'19
Cisco to acquire CloudCherry for contact center CX
Cisco plans to integrate CloudCherry's customer experience software with its contact center offerings. The acquisition is expected to occur by the end of October.
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August 09, 2019
09
Aug'19
Planned $1.35B Salesforce ClickSoftware buy beefs up field service
Salesforce's ClickSoftware acquisition is aimed at improving Salesforce's field service management offering against SAP and Oracle.
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June 03, 2019
03
Jun'19
Adobe debuts Qualtrics plugin, Magento-Amazon D2C features
Adobe moves forward with an SAP Qualtrics plugin to measure voice of the customer on Experience Platform and strengthens Magento customers' Amazon presence with new features.
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May 23, 2019
23
May'19
Verint launches VOC software, gathers omnichannel feedback
Verint has launched Verint Unified VoC, which provides organizations with a full, accurate view of customer desires and preferences, according to the vendor.
Voice of the customer Get Started
Bring yourself up to speed with our introductory content
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Evolving contact center services reshape engagement strategies
As consumer expectations increase the need for more satisfying omnichannel engagements, the role of the contact center takes on greater importance and complexity. Continue Reading
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How to create a great customer experience strategy in 6 steps
In today's business landscape, a powerful CX strategy is key to gaining customer loyalty and a competitive advantage. Here's how to deliver a great customer experience. Continue Reading
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How to gather and evaluate customer sentiment
Businesses can harvest customer sentiment from a number of places, including social media, surveys, likes, comment cards, contact centers and word of mouth. Continue Reading
Evaluate Voice of the customer Vendors & Products
Weigh the pros and cons of technologies, products and projects you are considering.
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How can customer relationship metrics benefit CX?
Companies often look at customer relationship metrics to determine how customers feel about a brand. Here are examples of how to obtain and use information to qualify customer relationships. Continue Reading
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4 customer data collection best practices to follow
Building a good customer data collection strategy can be difficult. These tips explain how to collect data and how to use it to improve customer experience. Continue Reading
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4 ways customer feedback benefits marketing strategies
Leela Srinivasan of SurveyMonkey offered tips on using customer feedback data to inform enterprise marketing strategy during a session at Inbound 2019. Continue Reading
Manage Voice of the customer
Learn to apply best practices and optimize your operations.
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How do you turn customer feedback into actionable insights?
Actionable insights can be gleaned from brand surveys and reviews, competitor reviews and social media. However, not all insights are insightful or actionable. Continue Reading
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Going multichannel will improve customer experience -- but not without a plan
Companies today know they can't get by with just a call center. And they know adding a website alone won't help much. They know where it's at: to improve customer experience, they'll also need a social media presence, a mobile app -- and they'll ... Continue Reading
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Allegiance consolidates enterprise feedback management market with Inquisite acquisition
Allegiance is adding Inquisite's online surveying tool to build out its enterprise feedback management offering. Continue Reading