A Focus on Hyper-Personalization in Voice of the Customer Programs

This IDC Perspective explores the evolution of hyper-personalization in voice of the customer (VOC) programs, emphasizing the need for brands to leverage technology to create individualized customer experiences. By analyzing direct, indirect, and inferred customer data, brands can enhance loyalty and revenue through tailored digital interactions. This document highlights the importance of trust, data protection, and the integration of AI to predict and improve customer journeys, ultimately driving competitive differentiation and customer satisfaction."Hyper-personalization in VOC programs is revolutionizing customer experiences, driving loyalty, and boosting revenue. Brands have an enormous opportunity to differentiate and create great customer experiences but, at the same time, need to protect their customer's personal data," says Lou Reinemann, research director, Voice of the Customer and Customer Success at IDC.