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Getting the most out of voice of the customer data
Applied Marketing Analytics: The Peer-Reviewed Journal,
2
(2),
127-132
(2016)
Abstract
This paper aims to set out how voice of the customer (VoC) is playing an increased role in ensuring an optimum user experience and how it is being adopted globally by both the private and public sectors. The author will look at some of the opportunities and challenges facing its adoption and how new technologies are opening up new capabilities for organisations using VoC to improve their customer experience.
Keywords: voice of the customer (VoC); customer satisfaction; customer experience; data; analytics; information retrieval
The full article is available to subscribers to the journal.
Author's Biography
Nigel Howlett is chairman at big data analytics firm, Warwick Analytics. Warwick Analytics spun out from the University of Warwick following more than a decade of academic and later commercial research. Their proprietary technology has been used to provide customer analytics solutions to a range of Telco, Retail and Financial Services clients as well as predictive maintenance analytics to manufacturing and utilities clients.
Citation
Howlett, Nigel (2016, June 1). Getting the most out of voice of the customer data. In the Applied Marketing Analytics: The Peer-Reviewed Journal, Volume 2, Issue 2. https://doi.org/10.69554/GPYQ6306.
© Henry Stewart
Publications LLP
Publications LLP