An organization may hear many voices (Customer, Business, Employee, and Process). It is the voice of the customer (VOC) that is the driving voice. Additionally, it is what should be important to the ...

Customer experience leaders need to present insight with enough "voice" to prompt real actions. Voice of the Customer (VoC) programs are a cornerstone of successful customer experience programs. Yet ...

AI-driven voice technology allows companies to improve customer and employee experience alike. But is it something customers want? Voice-recognition applications are nothing new, but artificial ...