Observed Signal · Mar 4, 2022 · Analysis · Source: CMSWire · Impact: 2/5 · Sentiment: Positive
NLP and Text Analytics Enhance VoC and CX Engagement
Voice of the Customer (VoC) programs are increasingly leveraging natural language processing (NLP) and text analytics to gain deeper insights into customer experiences. A February 2022 Gartner report predicted that by 2025, 60% of organizations with VoC programs will add voice and text analytics to traditional survey methods. Experts from Gartner and Verint say these tools analyze unstructured interactions like calls and messages to identify sentiment, effort signals such as repeat calls, and emerging trends in real time. They avoid bias inherent in structured surveys and can turn contact centers into strategic intelligence hubs. However, human oversight remains essential to interpret the data and define search parameters. Combining voice analytics with enterprise data management and CDP insights helps organizations prioritize CX improvements, distribute insights to stakeholders, and act on customer feedback cost-effectively.
This article highlights the growing adoption of NLP and text analytics in Voice of the Customer programs, providing practical insights for CX and MarTech professionals, but it does not represent a major industry shift.
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Key Takeaways & Evidence Grounding
- Gartner predicted that by 2025, 60% of organizations with VoC programs will add voice and text analytics to traditional survey approaches.
- Deborah Alvord, senior director analyst at Gartner, said NLP enables platforms to understand customer speech and provide feedback without repetitive questioning.
- Daniel Ziv, VP of Speech and Text Analytics at Verint, said unstructured analytics avoid initial bias and can uncover emerging trends within minutes or hours.
- Eric Head, VP of Go To Market Strategy at Verint, said voice analytics provides more emotional and sentiment context, such as detecting an agent talking over a consumer.
Connected Companies & Entities
2 Entities mapped“A February report by IT research firm Gartner revealed that by 2025, 60% of organizations with VoC programs plan to add voice and text analy...”
“Daniel Ziv, Vice President of Speech and Text Analytics, Global Product Strategy for Verint, explained when unstructured analytics like spee...”
Ontology Mapping & Concepts
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