The Customer Experience (CX) landscape is evolving rapidly with significant changes occurring in customer behavior and expectations. Consumers have high expectations and are unlikely to return if they encounter a subpar experience. This makes it extremely important for businesses to anticipate customer needs and adapt their offerings accordingly.
Consequently, there is growing interest in Voice of the Customer (VoC) platforms that provide solutions for enterprises to collect, analyze, and visualize customer feedback across various touchpoints. These platforms enable businesses to pinpoint pain points effectively and deliver enhanced experiences to their customers.
VoC allows businesses to engage customers proactively, not solely relying on direct feedback received via surveys. This facilitates real-time identification of focus areas, ultimately improving customer loyalty and reducing churn.
In this report, we examine the evolving landscape of VoC platforms and the challenges they address. We also discuss current trends and future prospects as customer journeys become increasingly complex and data driven. Additionally, we provide a comprehensive roadmap for enterprises to develop their VoC program.
Scope
All industries and geographies
The assessment is based on primary interactions with selected providers and Everest Group’s tracking of the marketing technology landscape
