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                  Voice of the Customer

                  Quote.svg

                  By 2026, one-third of organizations will rely more on analysis of passively collected data than direct survey feedback for insight into the Voice of the Customer (VoC).
                  Keith Dawson

                  Keith Dawson

                  Director of Research
                  Customer Experience

                  Measure the feelings

                  Our expertise comes from our research that is not found anywhere else in the industry. It can help you make Voice of the Customer impactful to your organization. Consider these insights as you look to assess and improve your Voice of the Customer efforts.

                  Definition

                  Voice of the Customer processes require the integration of people, information and technologies to effectively represent the customer experience using Journey data, feedback and predictive analytics built on metrics, facts and sentiment are used to drive improvement to customer engagement.

                  Research Fact

                  Customer journey maps are the most popular way to try and understand customers, used in more than 2/3 of companies.

                  Best Practice

                  Move to an analytics-driven approach to gain a better understanding of customer feedback and improve satisfaction.

                  How we can help

                   

                  Consulting

                  Consulting where we deliver expert guidance with our experience, expertise and market research through workshops and assessments for better business outcomes.

                  Advisory

                  Advisory through our proactive and informed expert advice and insights for optimization of decisions through our ISG Research On-Demand service designed for value every month of the year.

                  Research

                  Research enables insights from our industry analyst team and market research with our Benchmark Research, Dynamic Insights and Value Index research products that provide facts for decisions.

                  Education

                  Education in a range of business, technology and vertical industry topics through our publishing of digital content in mediums and styles for impactful insights across an entire organization.

                  Our Latest Research Let's Get Started

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                  We provide insights and guidance across business and technology. We can help your organization; the first step is to reach out to a member of our team and see how we can help.