target audience: TECH BUYER  Publication date: Mar 2023 - Document type: IDC Perspective - Doc  Document number: # US50115823

"Voice of the Customer" Programs: Where Are They Today? More Importantly, Where Are They Going?

By:  Lou Reinemann

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Table of Contents


  • Executive Snapshot

    • Figure: Executive Snapshot: Voice of the Customer

  • Situation Overview

    • VOC 1.0 — Brands Control the Feedback

    • Listen

    • Analyze

    • Act

    • VOC 2.0 — User Feedback Is Unleashed

    • Listen

    • Analyze

    • Act

    • VOC 3.0 — Inferred Data and Predictive Analytics with Real-Time Journey Orchestration

    • Listen

    • Analyze

    • Act

  • Advice for the Technology Buyer

  • Learn More

    • Related Research

    • Synopsis