Voice of the Customer Intelligence: Q&A with Chris Cottle, Executive Vice President of Marketing and Products, Allegiance, Inc.

Loyalty 360 (L360):   How do you define Voice of the Customer (VOC)?  What is Voice of the Customer Intelligence (VOCi) ™? Cottle :  Allegiance defines VOC as gathering, analyzing and acting on solicited and unsolicited customer feedback from multiple channels.  However, we believe the industry needs to shift the focus from gathering more data to creating actionable insights. VOCi™ combines the best of VOC data from all places in an organization with operational data, such as CRM and financial, to....