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Knowledge Base

Voice of Customer (VoC)

customer ai glossary (s-z)

What is Voice of Customer? 

Voice of Customer (VoC) refers to programs that capture customer feedback directly, usually through surveys, interviews, or feedback tools. It traditionally underpins CX programs but is limited by response bias and low coverage. 

In the Customer AI Masterclass (Unit 1 and 3), VoC is explained as still valuable but insufficient alone. Customer AI integrates VoC with operational and behavioral data to generate a complete view of customers. 

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