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.