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AI and Generative AI in VOC Programs

Publisher IDC
Published Jun 28, 2024
Length 8 Pages
SKU # IDC18930970

Description

AI and Generative AI in VOC Programs


This IDC Perspective explores the integration of AI and generative AI in voice of the customer (VOC) and customer experience (CX) programs, highlighting their evolution from traditional feedback mechanisms to advanced, real-time analytics across all customer engagement data. It discusses the transformative impact on business functions, offering insights into functional use cases, challenges, and advice for technology buyers aiming to leverage AI for enhanced customer insights and personalized experiences."Embrace AI and GenAI in VOC programs to unlock unprecedented insights and competitive advantages in customer experience," says Lou Reinemann, research director, Voice of the Customer and Customer Success, IDC.

Please Note: Extended description available upon request.

Table of Contents

8 Pages
Executive Snapshot
Situation Overview
Evolution of Voice of the Customer
Trends in VOC Application Offerings for AI and GenAI
Key Features and Benefits of AI and GenAI in VOC and CX
Impact — Functional Use Cases
Challenges to Trust and Loyalty
Advice for the Technology Buyer
Learn More
Related Research
Synopsis

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