By 2025, 60% of service organizations will adopt analytics technologies to supplement traditional surveys by analyzing voice and text interactions with customers.
Surveys are the tool of choice when it comes to capturing the voice of the customer (VoC), but they often fail to gather the full range of customer opinions, experiences and expectations, leading to a knowledge gap. To overcome these limitations, service leaders need to embrace a more comprehensive VoC strategy that utilizes a variety of approaches and tools beyond surveys.
Download our guide to:
- Determine how to utilize untapped customer data
- Identify ways to repurpose your current surveys
- Discover how to transform your customer feedback strategy