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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5 Trends that are Changing Sales Cycles

Let’s be honest, selling today has become more complex than some leaders ever imagined. Here’s a breakdown of 5 top trends driving new challenges in sales cycles, and insights on how technology can help sales leaders react to these trends to deliver better customer experiences across the sales lifecycle.

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Voice of the customer News

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.
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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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

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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

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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

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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

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