AI and Generative AI in VOC Programs

Executive Snapshot

• Figure: Executive Snapshot: AI and GenAI Impacts to VOC Programs

Situation Overview

• Evolution of Voice of the Customer

• Trends in VOC Application Offerings for AI and GenAI

• Figure: AI Everywhere

• Key Features and Benefits of AI and GenAI in VOC and CX

• Impact — Functional Use Cases

• Figure: Generative AI: The Path to Impact

• Challenges to Trust and Loyalty

Advice for the Technology Buyer

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• Related Research

• Synopsis