Welcome to the Listening Post!
Posted by Dave Capuano on Wed, Oct 19, 2011
Welcome to the Listening Post! Like the market we serve, the Vovici blog has undergone a transformation. The new Listening Post will include blog entries, social media updates, current trends in Voice of the Customer (VoC)/Customer Experience (CxP), product information and more. We hope that you enjoy the changes as we’ve remodeled it to make it even more relevant, timely and searchable with details on everything you want and need to know about what’s happening in the VOC and CxP world. As these two markets continue to evolve, we wanted to take the time to update the blog to reflect the changes that are occurring and impact your business.
I mentioned above the market is changing. As many of you know Vovici recently became part of the Verint family and our Enterprise Feedback Management solutions were added to an already broad set of Voice of the Customer Analytics solutions from Verint. If you are not familiar with the speech analytics, text analytics or IVR solutions from Verint you can check them out here.
It is great to be part of a thriving market where technology innovation and market consolidation will lead to a more solutions and less ad-hoc tools. In today’s global marketplace, obtaining regular customer feedback is essential for companies looking to consistently provide excellent customer service and stay ahead of the competition. And the emergence of formal programs is beginning to bring some order to the chaos.
Today, CxP and VoC programs are strategic to every business. Not only do the programs drive revenue and profits by increasing satisfaction and loyalty, decreasing customer churn, and driving change in behaviors, products and processes, but they also influence perceptions. They do all this by programmatically listening to customers, interpreting their feedback in the context of business objectives, and guide the creation of programs, thus empowering employees and setting strategies that drive change.
We’ve got some great things ahead of us! We hope you will stay tuned to The Listening Post to stay on top of all the latest news and trends as we move forward together.