target audience: TECH SUPPLIER Publication date: May 2023 - Document type: Web Conference Proceeding: Tech Supplier - Doc Document number: # US50729823
Voice of the Customer 3.0: The Age of Unstructured and Inferred Data Webinar
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Abstract
This IDC Web Conference discusses the evolution of voice of the customer (VOC) data, from structured engagements around surveys and interviews to an age of unprecedented data collection on customer insights and sentiment during customer journeys with brands.
As brands continue to accelerate their digital-first strategies, improving the customer experience (CX) is a top business priority for brands of all sizes and across all industries. To address this priority, the voice of the customer has evolved to a corporate program to gather customer data across all digital journey touch points. This helps ensure that companies/brands understand and are prepared to act on customer feedback to improve products, services, and customer journey experiences.