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Voice of the Customer

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When we talk about Voice of the Customer (VoC), we understand that we are discussing a way of capturing customer knowledge from the direct, indirect and also Sprinkles, Wicked, Knowledge, Learning, Blog, Posts, Messages, Studying, Blogging

Going Beyond VoC

Voice of the Customer based enterprise applications have matured significantly in the last two years.

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VoC as Tool for Highlighting Market Gaps - CXM & VOC Blog

We all know how important it is to find gaps in our operational market, and then develop products to fill these gaps. This is very much the premise for most businesses coming in to existence, to fulfil a market need. We have talked about how the Voice of the Customer (VoC) can be used to Continue Reading

Voice of the Customer Projects Growing in Number Customer Experience, Big Data, The Voice, Management, Number, Random, Projects, Blog, Pictures


Most people who read this blog will probably agree with the statement that Voice of the Customer (VoC) driven projects, designed to improve the customer experience, and thus increase levels of customer advocacy, have been proven to have a positive effect on bottom line revenues time and time again. Yet there has been little hard Continue Reading

With the Big Data trend continuing to gather momentum, we take a look at a potential source of business insights that is currently not analyzed. Dark Data is Business Intelligence, Customer Experience, Big Data, City Photo, Management, Dark, Blog, Blogging

Dark Data: The Forgotten Source of Business Intelligence - CXM & VOC Blog

We are in the throes of a veritable Big Data revolution. Technology has enabled us to gather, store and mine massive amounts of data in real time. Advances in analytics engines and other technologies such as Natural Language Processing (NLP) have given us the tools we need to extract insights from this huge heap of Continue Reading

Big Data in Telecoms Big Data, Pictures, Photos, Grimm


A new report, that has just been published by the organizers of the Data Monetization in Telecoms: North America Summit, has revealed some interesting statistics with regard to Big Data in the telecommunications industry. These statistics were gathered by surveying a range of senior managers in the telecoms industry. Findings included: 91% of the senior Continue Reading

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Interesting VoC Derived Statistics - CXM & VOC Blog

We all know that improving the customer experience can give a boost to our businesses right? We know this because every man and his dog keeps telling us it is so, and they must be right mustn’t they? You see the problem here? Simply believing what you are told is not a great way to Continue Reading

Study Provides Interesting Insights into Multi Channel VoC Disney Contemporary Resort, New Press, Event Calendar, Golden Gate, Insight, Channel, Study, Logos, Orlando


The results of a fresh study undertaken by the Society of Consumer Affairs Professionals (SOCAP) into the usage of multi-channel Voice of the Customer (VoC) within USA companies has just been published, and it highlights some very interesting facts. President of SOCAP, Matthew D’Uva, tells us that, “In conducting this survey, we wanted to explore Continue Reading

We take a look at some of the ways that the customer experience can be improved by raising the level of effectiveness of the customer interface. Customer Service Images, Remote Assistance, Sole Proprietorship, Sales Process, Service Quality, Whats Good, Customer Experience, Raising, Career

Improving the Customer Interface - CXM & VOC Blog

For most companies that are actively striving towards full stage five Customer Experience Management (CEM) maturity, one of the most important facets of their CEM strategy is to ensure that customer facing staff adopts customer centric behaviour as a work ethic. However, this is often one of the most difficult CEM goals to achieve, as Continue Reading

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When it comes to gathering Voice of the Customer (VoC) data, then social media channels can be somewhat challenging to turn into a mineable source of VoC insights. This is due to the fact that as far as VoC data goes, social media produces some of the most unstructured data of all. Consider the myriad Continue Reading

Listen Carefully --Not all listening is created equal. What makes a good listener? --The Art of Listening: How Open Are Your Ears? --The hardest part of talking together is listening well. --Published on November 2011 by Susan Heitler, Ph. The Art Of Listening, Listening Ears, Active Listening, Ielts Listening, Listening Skills, Good Listener, Multiple Sclerosis, Teaching English, Just In Case

The Three Voices of the Customer - CXM & VOC Blog

Whenever we talk about the Voice of the Customer (VoC), we are actually grouping three distinctly different voices together. The total VoC is a combination of the direct voice, the indirect voice, and the inferred voice. Different touchpoints and channels will pick up on one or more of these voices. So below, we have briefly Continue Reading

Big Data Observations: Can We Escape? Big Data, Secret Notes, Engineering Degrees, Sql Server, Data Recovery, Computer Programming, Computer Virus, Natural World, Ecommerce

Big Data Explained – Part 2 - CXM & VOC Blog

This is the second of a two part post that looks at what Big Data is, and how Customer Experience Management (CEM) and Voice of the Customer (VoC) initiatives can make use of it. The first post looked at what Big Data is, and this post will look at the uses of Big Data from Continue Reading

Big Data Explained – Part 1 Big Data, Pictures, Photos, Grimm


We have referred to the term Big Data many times on this blog; it’s one of those technical terms that just goes hand in hand with Customer Experience Management (CEM) and Voice of the Customer (VoC) methodologies. In fact, you could say that any CEM initiative that includes VoC driven strategies (as most do) depends Continue Reading

We take a look at some interesting VoC related statistics that have been highlighted by a paper published by Maritz Research. Statistics, Blog, Blogging, Big Data

Interesting VoC Statistics - CXM & VOC Blog

Maritz Research has recently released a very interesting paper, this paper highlights some interesting Voice of the Customer (VoC) related statistics. In this blog post we are going to take a look at these VoC statistics. One of the most interesting set of statistics published by Maritz Research is related to what companies actually expect Continue Reading