Empower Your Brand with
Customer-Centric Insights
Transform feedback into actionable strategies with our
comprehensive VoC solutions.
Voice of the Customer
Program
Customer Voice
A key step toward Customer Experience Excellence, CustomerVoice™ helps create emotional connections and track customer feedback in real time. Part of Virtuos CXNow™, it empowers CX leaders to drive transformation with Voice of the Customer (VoC)—the top technology for enhancing customer experiences.
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Lots of data about customers
- Descriptive: Demographic, life stage, location
- Relationship: Interactions, transactions, operational
- Social: Family, friends, corporate
- Satisfaction: Underlying, immediate
- Attitudes: Values, decision process
- Needs and wants: Strategic, temporary, real-time
Before CX Audit, Audit VoC
Technologies
Find out the format of data and who owns the technology to access data technically and politically. What are the best practices in the age of GDPR privacy environment?
Consolidate Voice of the
Customer
Direct, Indirect and Inferred — Customer Voice sources. Collect feedback from clients (B2B) or customers (B2C) on sales, support execution, and Customer Satisfaction (C-SAT).
WHAT
Map the journey
HOW
Identify channels &
timeline
Test & Iteration
NOW
Reporting
Goal Setting
Take Action
Develop Metrics and
Measure Impact of VoC
Phase 1: Anecdotal
Performance
- Key Stakeholder Satisfaction: Approval ratings from internal stakeholders.
- Activity: Number of people using VoC data, number of reports and analyses, etc.
Value
- Individual Instances: Dollar or customer impact of unique projects using VoC data.
- Aggregate Impact: The overall performance of NPS, customer satisfaction, and other metrics.
- ROI Correlation: Relationship of customer satisfaction scores to financial and business results.
Safety
- Number of Issues Discovered: Many PR, security or other issues revealed.
- Number of Customers Retained: Number and value of customers with issues resolved by closing the loop.
Phase 2: Analytical
Organize Stakeholders and Focus on Benefits
Select the Metrics
Baseline Existing Performance
Describe the Capabilities of the Solution
Negotiate the Business Outcomes
Monetize the Business Outcomes
Develop the TCO
Calculate the Hard-Currency ROI
Unlock Customer Insights: Transform
Feedback into Action
Leverage Direct, Indirect, and Inferred Feedback to Gain Deeper Customer Insights, Enhance Engagement,
and Drive Meaningful CX Transformation.
Choose the Channel
That Works for Your Customers!
Don’t destroy the experiences by giving feedbacks so outdated, or so cumbersome that people hate to give feedbacks. Make sure surveys are personalized, brief, contextually multichannel, engaging, interactive, and actioned.
Perceived Value of Surveys is Decreasing with Time
Compared to other VOC Methods
Current Most Valuable 2021
- Surveys
- Predictive Analytics
- Digital Analytics
- Sentiment Analytics
- Speech Analytics
- Text Analytics
- Social Media Analytics
Current Most Valuable 2023
- Digital Analytics
- Predictive Analytics
- Surveys
- Sentiment Analytics
- Speech Analytics
- Text Analytics
- Social Media Analytics
Anticipated Most Valuable 2026
- Predictive Analytics
- Digital Analytics
- Sentiment Analytics
- Surveys
- Speech Analytics
- Text Analytics
- Social Media Analytics
Structured
- CRM
- Service Operations
- Reviews
- User feedback
- Survey
- Complaints
Customer Data Types
- Explicit Data
- Implicit Data
- Inferred Data
- Indirect Data
- Transactional Data
- Ops/Contextual Data
Unstructured
- IoT
- Social Media
- Chats/Emails
- Clickstream
- Communities
- Phone Calls
Data and analytics framework for VoC
Actions
Information Offers Communication
01
Insights
Transformation Decisioning Prioritization
02
Analytics
Diagnostic Predictive Prescriptive
03
Data
Ingestion Processing Storage
04
Result
Revenue Expense CX
05
Against each segment in the framework consider...
People
Do you have the right analytics talent/support to execute against your priorities for VoC?
Process
Are you collaborating cross-functionally to collect data, prioritize use cases and share VoC insights?
Technology
Do you have the right tools/technology to collect/connect, analyze and interpret VoC data?
Leading VoC Program for
transforming digital experiences.
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Where Are the Rich Veins
of Insight That Are Currently Being Untapped?
- Pilot the most promising VoC feedback sources based on volume vs. quality
- Plan for a multi-phased investment strategy spanning several years
- Justify investment by combining departmental operational value with VoC value
Why Choose Us?
- Expertise: Years of experience in delivering effective VoC solutions.
- Innovative Tools: Incorporation of the latest technologies, including AI and machine learning, to enhance customer insights.
- Client-Centric Approach: Dedicated to aligning strategies with your unique business objectives.
Emerging Areas in VoC
Leveraging technology to predict customer needs and behaviors.
Integrating feedback from multiple channels to provide a unified view of customer insights.
Using AI to analyze customer emotions and sentiments.
Providing real-time insights and analytics to make data-driven decisions.
Our VoC Services
VoC Program Design
Customized strategies tailored to your business needs.
Data Collection & Analysis
Utilizing advanced tools to gather and interpret customer feedback.
Actionable Insights
Transforming data into strategic business improvements.
Ongoing Support
Continuous monitoring and optimization of VoC initiatives.
- Kickstart CX Primer to audit existing VoC technologies across the organization
- Define the intended scope of VoC, its relationship to CXM and build the associated business case
- Determine the most appropriate data model and relevant analytical techniques
- Start pilots for the "most promising" VoC technologies
- Assign metrics to measure the impact of VoC and create a mechanism for the distribution of insight
