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Customer sentiment isn’t one-size-fits-all. Focus on journeys — not just scores — to deliver real business impact. Raj Sivasubramanian on March 4, 2025 A major challenge for voice of the customer (VOC) teams is proving their value. Their impact is often marginalized because they struggle to drive action that improves the customer experience. This … Continue reading 3 ways to boost your VOC program’s value through journey management
Preparing For The Future Of Voice Advertising by Jason White , Op-Ed Contributor, January 30, 2020 Voice is one of those emerging channels that is a struggle for some brands and a revenue driver for others. It could go so many different ways — all to answer: how do brands really prepare for the future … Continue reading Preparing For The Future Of Voice Advertising
Sara Staffaroni — September 27, 2019 A Voice of the Customer (VoC) program is an essential tool to collect valuable customer feedback and take proper action to improve customer experience (CX). A successful program leads to higher return rates, fewer churns, and more loyal customers. Although many CX professionals understand the importance of VoC and … Continue reading How to Earn Executive Support for Your VoC Program
Voice: One Medium To Rule Them All by Cory Treffiletti , Featured Contributor, June 27, 2018 Many of the titles I use in this column are repurposed from geek culture and only the geekiest among you will notice the reference — but this one should resonate a little more broadly, I hope. It’s a big … Continue reading Voice: One Medium To Rule Them All
70% Of Consumers Have Never Used Voice Assistant To Search For Products by Laurie Sullivan @lauriesullivan, June 4, 2018 Consumers are skeptical of voice assistant shopping apps, which probably explains why the majority of Americans have not yet used voice search or voice assistants to shop. And more than half don’t trust the best-known providers … Continue reading 70% Of Consumers Have Never Used Voice Assistant To Search For Products
The Rise Of Voice: Are Marketers Listening? by Jennifer Kyriakakis , Columnist, May 24, 2018 Customer experience is undergoing a massive shift — similar to how smartphones took hold ten years ago. At that time, if your brand didn’t have a mobile strategy it’s likely you didn’t survive. Today, we’re on the precipice of the … Continue reading The Rise Of Voice: Are Marketers Listening?
Marketers are only now getting a glimpse of the many approaches that will be required for the many kinds of voice interactivity. Barry Levine on April 19, 2018 The base of Amazon Echo, a smart speaker home of voice agent Alexa Every new marketing delivery system — such as TV, websites, social media, or … Continue reading Voice agents and interfaces will require many new marketing strategies
The Voice Shopping Future by Jack Loechner , Staff Writer @mp_research, February 1, 2018 According to Keith Anderson, SVP Strategy and Insight, Profitero, “Over the last 15 years… there’ve been at least a dozen technologies described as potential game changers, but… voice has clearly emerged as a truly game-changing technology… you now increasingly hear retailers, … Continue reading The Voice Shopping Future
Voice: When Is It Okay To Hear An Ad? by Laurie Sullivan , Staff Writer @lauriesullivan, November 16, 2017 Voice is the new user interface and search tool, but it’s also a source of revenue for brands. But the software that makes these hardware assistants function does not always work. Eighty-five percent of respondents to … Continue reading Voice: When Is It Okay To Hear An Ad?
