Voice-of-the-customer CX Can’t Exist Without Conversational Design

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(CustomerThink) - Experts estimate that in 2022, more than 70% of customer interactions will rely on emerging technologies such as machine learning and AI-enabled chatbots, automated email and virtual agents. A few years ago, that number was only 15%.

Why the substantial leap in interest? Mainly because these tools can finally execute on the promise of voice-of-the-customer (VoC) strategies. CX Today defines VoC as “the cumulative feedback you receive from customers at the different junctures of their journey, across various channels and modes of interaction, in order to capture their expectations, needs, aspirations, demographic context and subjective opinion with maximum accuracy.”