Companies will always chase customers and find out what makes them tick: what makes them loyal brand champions, why they churn, or why they may be ambivalent about products and services.
Enter Voice of the Customer (VoC) solutions. Daniel Ziv, vice president of voice of the customer analytics at Verint, says that his company sees more adoption of VoC.
"Now we're seeing that VoC is becoming a lot more strategic and centralized," Ziv says. "By creating a more personalized experience....