Worldwide Voice of the Customer Applications Vendor Assessment

This document is an IDC MarketScape vendor assessment focused on the Worldwide Voice of the Customer (VOC) applications for the years 2023-2024. It includes an excerpt featuring the vendor Medallia, detailing its strengths and capabilities in the VOC market. The assessment outlines the importance of customer satisfaction and the role of VOC applications in gathering and analyzing customer feedback to enhance customer experience (CX). It discusses current trends in VOC, including the use of artificial intelligence (AI) and generative AI to improve customer interactions and insights. The document also covers the differentiation among VOC vendors based on the services they offer, customer maturity in implementing VOC programs, and the significance of metrics and outcomes for technology buyers. Additionally, it provides advice for technology buyers regarding key considerations when selecting VOC solutions, emphasizing the need for executive support and the coordination of various departments to ensure a unified customer journey.