Lesson #10 Revisited: B2B VoC vs. B2C VoC—AI Enhances Both, But the Human Element Still Matters
Discover how AI is transforming B2B and B2C VoC, making feedback analysis smarter, faster, and more actionable—while keeping human...
Lesson #9 Revisited: VoC Replaced Old-School CSAT Tracks—Now AI Is Taking It Even Further
AI is revolutionizing Voice of Customer programs, but human expertise remains key. Discover how AI enhances feedback analysis,...
Lesson #8 Revisited: The Convergence of VoC and Market Research in the Age of AI
Discover how AI is revolutionizing the convergence of Voice of Customer (VoC) programs and market research. Learn how real-time...
Lesson #7 Revisited: CX Is Not the Same as Customer Service—AI Is Transforming Both
Explore the key differences between Customer Experience and Customer Service and how AI is revolutionizing both. Discover how...
Lesson #6 Revisited: NPS Isn’t Enough—AI Helps Identify the Actions That Improve CX
Discover why NPS alone isn’t enough to improve CX. Learn how AI uncovers root causes, recommends actionable fixes, and helps CX...
Lesson #5 Revisited: You’ve Got to Know and Use NPS—Even in the Age of AI
Explore the enduring importance of Net Promoter Score (NPS) in the AI era. See how AI adds depth to NPS insights while human...
Lesson #4 Revisited: Text Analytics from Machine Learning to LLMs
Explore how large language models (LLMs) are transforming Voice of the Customer (VoC) programs with advanced insights, dynamic...
Lesson #3 Revisited: AI and the Quest for a Single Source of Truth in CX Feedback
Discover how AI is reshaping VoC platforms to unify feedback and drive insights, while human expertise remains vital for true...
Lesson #2 Revisited: AI and the Real Meaning of CX Measurement
Explore how AI is revolutionizing CX measurement with real-time insights, sentiment analysis, and predictive feedback, while...