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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Here’s a recent report from Worldwide Business Research (WBR) that explores how Netflix’s commitment to personalization is impacting customer expectations, Nike is turning data into unrivaled customer experiences, Wendy’s is driving customer experience through digital, and more.

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Voice of the customer News

February 17, 2020 17 Feb'20
Chief experience officers, chief customer officers on rise

Since 2017, more CXOs and CCOs have shown up in Gartner's customer experience management survey. They don't always report to the CMO, but marketing's ownership of CX is growing.
December 13, 2019 13 Dec'19
Qualtrics XM adds mobile, AI, information governance

SAP's influence is reflected in some new features Qualtrics revealed in its XM customer and employee experience measurement platform.
October 21, 2019 21 Oct'19
SAP launches Qualtrics CoreXM customer research tools

SAP renames Qualtrics Research Core Qualtrics CoreXM and adds AI, enterprise analytics, dashboard tools and admin controls for data access.
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.

Voice of the customer Get Started

Bring yourself up to speed with our introductory content

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
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
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.

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
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
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.

4 voice of the customer methods to improve CX

To improve customer experience, organizations can use mystery shopping programs, social CRM and surveys to gather data from interactions with consumers. Continue Reading
How Netflix uses emotional analytics to improve CX

Emotional analytics enable businesses to obtain customer feedback without words. Netflix employs this tactic as a means to engage and retain customers. Continue Reading
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

Problem Solve Voice of the customer Issues

We’ve gathered up expert advice and tips from professionals like you so that the answers you need are always available.

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