Voice of Customer (VoC) technology presents as a digital loop closer for many of the systems which interact with the customer and produce data for driving better customer experience (CX).
With the rise of CX as an aspiration and a concept, VoC solutions have followed in their wake as a practical way to obtain, analyze and measure customer feedback across multiple channels. Many of these solutions can be automated and integrated across other systems and solutions.
https://www.cdotrends.com/story/14239/pumping-volume-voice-customer/
At a time when the competition is a tap or mouse click away, it's a wonder more companies haven't set themselves up better to hear and respond to the voice of the customer (VoC).
We have the data. We have the technology. But in spite of this, less than half of companies (42 percent) are using one or more technology solutions to support their VoC programs.
https://www.cmswire.com/customer-experience/forrester-names-4-leaders-in-customer-feedback-management-platforms/
