There are many new opportunities to improve the quality of customer relationships gain voice of the customer insight. But to act on them, organizations first must examine their customer process and methods of engagement with the goal of understanding how customers view the organization and their engagement with it.
Analytics into customer engagement can assist in this understanding.
In order to develop an actionable understanding of the customer experience, organizations need insight into the voice of the customer (VOC). Understanding the voice of customer means analyzing broadly all customer feedback, both solicited and unsolicited, garnered from all channels of communication.
Read in this new paper from Ventana Research enhancing your voice of the customer programs with analytics.