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How Will GenAI Impact VOC Programs and Applications

Publisher IDC
Published Jun 27, 2023
Length 5 Pages
SKU # IDC18029796

Description

How Will GenAI Impact VOC Programs and Applications


This IDC Perspective discusses the impact and importance of artificial intelligence (AI) and specifically generative artificial intelligence (GenAI) on voice-of-the-customer programs and vendor applications. Discussed are the trends being seen and the headwinds faced by users, as well as the potential outcomes and functionality this new technology will provide. "GenAI is proving to be a major evolution in technology developed to gather, analyze, and act on customer feedback," says Lou Reinemann, research director for Voice of the Customer and Customer Success Applications at IDC. "It will enable a major move toward personalization in customer journeys at scale. It will be a time for customers to truly be engaged at the right time, in the right place, and with the right content."

Please Note: Extended description available upon request.

Table of Contents

5 Pages
Executive Snapshot
Situation Overview
What Is All This Buzz About?
Potential of Advancements and New Outcomes for VOC
For VOC Listening
For VOC Analyzing
For VOC Acting
Challenges and Headwinds of GenAI in VOC
Advice for the Technology Buyer
Learn More
Related Research
Synopsis

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