Observed Signal · Sep 18, 2023 · Other · Source: CMSWire · Impact: 2/5 · Sentiment: Positive
5 AI Trends in Voice of the Customer Practices
This article explores five trends in how companies are using AI in their Voice of the Customer (VoC) practices, based on insights from CX leaders at Verint, Kustomer, Qualtrics, Zendesk, and others. The trends cover direct feedback analysis using NLP and sentiment analysis, mining indirect feedback from social media and reviews, inferring customer behavior from historical data, applying AI to VoC analytics for real-time insights, and using AI to take action on feedback. The article highlights how AI enables companies to understand customer sentiment at scale, automate responses, and improve customer experiences through predictive and prescriptive analytics.
Article provides insights into AI applications in Voice of the Customer practices, relevant to MarTech but not a major industry event.
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Key Takeaways & Evidence Grounding
- AI is used to analyze open-ended survey responses via natural language processing and sentiment analysis.
- Companies mine unstructured feedback from social media and online reviews using AI to identify customer intent and sentiment.
- AI infers customer behavior from historical interactions, transaction patterns, and engagement data.
- AI enables real-time VoC analytics and automated action workflows, including root-cause analysis and next-best-action recommendations.
- Executives from Verint, Kustomer, Qualtrics, Zendesk, UserTesting, Freshworks, Tealium, SOCi, and EY contributed insights.
Connected Companies & Entities
8 Entities mapped“Daniel Ziv, VP of experience management and analytics and go-to-market strategy for the Melville, New York-based customer engagement platfor...”
“Gabe Larsen, CMO for the Short Hills, New Jersey-based CRM platform Kustomer, said companies apply natural language processing (NLP) to cate...”
“Fabrice Martin, chief product officer of XM for customer frontlines for the experience management company Qualtrics, said generative AI 'all...”
“Teresa Anania, SVP of customer experience for the San Francisco-based maker of CX software Zendesk, agreed that through AI sentiment analysi...”
“Olusegun Obafemi, customer experience leader at the consulting firm EY Americas, said organizations are employing AI in customer experience ...”
“Michelle Huff, CMO for the San Francisco-based provider of UX insights UserTesting, said companies are deploying AI to decode 'the unspoken'...”
“Nelson Haung, senior director of product marketing for the San Mateo, California-based business software provider Freshworks, said AI gives ...”
“Ted Sfikas, senior director of digital strategy and value engineering for the San Diego-based customer data platform Tealium, said streaming...”
Ontology Mapping & Concepts
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