Why Centralized VoC Programs Deliver Better Customer Outcomes
Most companies don’t have a Voice of the Customer (VoC) problem—they have a VoC ownership problem.
They’re collecting feedback. It’s flowing in from surveys, chats, tickets, and social media. But the question is: Who owns it? And what happens next?
In a lot of organizations, VoC gets tucked under Marketing, Product, or Support. And while those teams have good intentions, their priorities shape the way feedback gets handled. That’s where things start to break down.
Let’s talk about why centralizing your VoC program leads to better customer outcomes, stronger insights, and way less wasted effort.
Immersive Technologies in Retail: How Should AR & VR Shape Customer Experiences?
The CX Trends 2025 report highlights a powerful shift—4.3 billion, frequent, AR users are expected by the end of this year, with retailers increasingly turning to immersive technologies to redefine shopping experiences. As businesses explore these tools, how should AR/VR be used to enhance the customer experience?
Hyper-Personalization & Privacy: Are We the New Tamagotchis?
Remember Tamagotchis? Those tiny, digital pets from the late '90s and early 2000s kids had to feed, entertain, and put to bed—or risk them “dying”? Fast forward to 2025, and it feels like the roles have reversed. Today, AI-driven hyper-personalization acts like a modern caretaker, feeding us curated content, nudging us to exercise, suggesting what to buy, and even hinting at who we should date. But as AI takes on the role of our digital babysitter, a critical question emerges: Are we truly in control, or have we become the Tamagotchis?
AI in Customer Service: The Future Is Now (But Where’s the Human Touch?)
With 80% of customer interactions projected to be AI-driven (Customer Experience Trends 2025), chatbots, virtual assistants, and predictive analytics have become essential tools in the CX leader’s arsenal. But while efficiency is steadily improving, a critical question remains: How do we keep the human touch alive?