Voice of Customers (VOC)? In Simple terms VOC is “customers voice”, capturing customer feedback, expectations, preferences and opinions about their experience in interacting with your brand or service. Why VOC is important for any business: VOC is important for any because it helps companies identify changes, customer insights and new priorities included in customer feedback. Role of AI in VOC: Today’s consumer lives in an omnichannel world. Artificial intelligence can be successfully inked to provide an intelligent, convenient and informed customer experience at any point along with the customer journey. This will result in re-fancied customer experiences and end-to-end customer journeys that are integrated and more personal, so that they feel more logical to customers. Need of AI in VOC: Customer voice is a competitive driver of growth when successful and the greatest source of risk when failing. Data insights are one of the primary tools for VOC. VO...
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