Voice of Customer (VOC)
Tools like speech, text and social analytics can be used to unlock insights from vast data
sets. Dedicated VOC suites are constantly adding AI enabled capabilities to their offerings.
Aimed at improving call handling skills, speech can improve VOC initiatives when used
strategically. For example, helping to scope and size problems that call-logging can miss,
providing sentiment analysis at scale and even giving organizations early indication of
emerging trends that could be missed otherwise. At the core, text and social analytics use
Natural Language Understanding (NLU) models to surface insights from unstructured content
like open ended questions in surveys responses, emails, live chats or online posts.
AI applications have a strong presence in this space. Personalized recommendations boost
engagement as well as drive upsell and cross sell opportunities. Organizations looking to
extend or augment personalization programs using AI should leverage first party data as much
as possible, ensure strict compliance with relevant privacy regulations and keep check for
any bias in the data.
Customer Journey Analytics
Customer Experience is about Relationships and Transactions. Customer Journey Mapping (CJM)
often brings to light the gap between what businesses think their customers need and what
they’re actually looking for. It helps align the goals. One of the most important things to
optimize the customer journey is to gather information about the customer (the more
information the better) and continue to evolve by adding new touchpoints, channels and
CJMs are key to make an organization Customer Centric, track and analyse the way customers
and prospects move through multi channels and touchpoints to interact with organizations.
These can be used to identify critical paths, segment customers as well as optimize and
synthesize next best action strategies. A multi-experience approach ensures that all
touchpoints of interaction with your business are consistent, and that customers can
transition seamlessly between them. We do this by Identifying channels and devices, defining
inter-app workflows, determining transition points and identifying shared concepts.
Read our ebook
Designing and Implementing Customer Centric Transformation across Multiple
Touchpoints and Devices to find out how multi experience design can accelerate