How AI Can Uplevel Your Voice-of-the-Customer Program

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Companies that don’t have a strong voice-of-the-customer (VoC) program, one that increasingly relies on artificial intelligence (AI), are putting themselves at a competitive disadvantage. A well-orchestrated VoC program gives companies invaluable insights on the experience customers have as they interact with them, as well as their expectations. That’s why 79% of companies already gather customer feedback, and most of them say doing so is vitally important, according to Metrigy’s AI for Business Success global research study with 697 companies.

Table of Contents

• Customer Feedback: Vitally Important
• What Type of Feedback Should You Gather?
• Putting VoC Data to Good Use
• Understanding Why Customers Engage
• AI Extends Value of VoC Programs
• Getting Customer Responses - Bots Help Out
• Inferred Sentiment Poised to Transform VoC
• Recommendations