Gartner Research

Voice of the Customer: A Software Market Emerges

Published: 20 June 2011

ID: G00213774

Analyst(s): Jim Davies


Capturing, analyzing and acting on holistic data linked to the voice of the customer is a key business initiative that can be simplified via a VoC solution hub. Vice presidents of customer experience will appreciate the benefits of aligning their VoC initiatives, to gain competitive advantage.

Table Of Contents
  • Overview

What You Need to Know


  • Multiple Data Collection Tools Are Still Needed
  • Beliefs About Optimal Data Storage Vary
  • Proprietary Techniques to Structure the Data Dominate
  • Identity Resolution Is an Immature Science
  • Analytics and Reporting Are Linked to Vendor Heritage
  • Reacting to Insights Through Automated Workflow Is Fundamental
  • Integration Commitments Vary
  • The Buyer Audience Is Aligned With Core Competence

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