Transform feedback into actionable strategies with our
comprehensive VoC solutions.
Voice of the Customer
Program
A key step toward Customer Experience Excellence, CustomerVoice™ helps create emotional connections and track customer feedback in real time. Part of Virtuos CXNow™, it empowers CX leaders to drive transformation with Voice of the Customer (VoC)—the top technology for enhancing customer experiences.
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Find out the format of data and who owns the technology to access data technically and politically. What are the best practices in the age of GDPR privacy environment?
Consolidate Voice of the
Customer
Direct, Indirect and Inferred — Customer Voice sources. Collect feedback from clients (B2B) or customers (B2C) on sales, support execution, and Customer Satisfaction (C-SAT).
WHAT
Map the journey
HOW
Identify channels &
timeline
Test & Iteration
NOW
Reporting
Goal Setting
Take Action
Phase 1: Anecdotal
Phase 2: Analytical
Organize Stakeholders and Focus on Benefits
Select the Metrics
Baseline Existing Performance
Describe the Capabilities of the Solution
Negotiate the Business Outcomes
Monetize the Business Outcomes
Develop the TCO
Calculate the Hard-Currency ROI
Leverage Direct, Indirect, and Inferred Feedback to Gain Deeper Customer Insights, Enhance Engagement,
and Drive Meaningful CX Transformation.
Don’t destroy the experiences by giving feedbacks so outdated, or so cumbersome that people hate to give feedbacks. Make sure surveys are personalized, brief, contextually multichannel, engaging, interactive, and actioned.
Current Most Valuable 2021
Current Most Valuable 2023
Anticipated Most Valuable 2026
Structured
Customer Data Types
Unstructured
Information Offers Communication
Transformation Decisioning Prioritization
Diagnostic Predictive Prescriptive
Ingestion Processing Storage
Revenue Expense CX
Against each segment in the framework consider...
Do you have the right analytics talent/support to execute against your priorities for VoC?
Are you collaborating cross-functionally to collect data, prioritize use cases and share VoC insights?
Do you have the right tools/technology to collect/connect, analyze and interpret VoC data?
Leveraging technology to predict customer needs and behaviors.
Integrating feedback from multiple channels to provide a unified view of customer insights.
Using AI to analyze customer emotions and sentiments.
Providing real-time insights and analytics to make data-driven decisions.
Customized strategies tailored to your business needs.
Utilizing advanced tools to gather and interpret customer feedback.
Transforming data into strategic business improvements.
Continuous monitoring and optimization of VoC initiatives.
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Virtuos Digital (VDC) is a high-performance consulting and digital transformation company, driving AI Ambition and excellence through cutting-edge technology and strategic expertise.
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