White Papers

Explore these resources to learn more about the voice of customer industry in general and our solutions in particular. And check back often: we constantly update this section with new resources.

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Keeping Voice of Customer Secure

Data security isn’t always a hot topic for Voice of Customer (VoC) solution providers, but with brands embracing Software-as-a-Service (SaaS)-based VoC solutions at a record pace, there is increasing awareness around the role that third-party vendors play in securely managing sensitive enterprise data at scale. While SaaS-based VoC can generate tremendous value for the enterprise, brands need to remain vigilant about privacy and security risks when selecting a vendor. This white paper is designed to educate brands about these risks and provide them with a blueprint for selecting a vendor with a robust data security program.

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Customer Experience Diagnostics

How does real-time Voice of Customer (VoC) visibility make customer feedback actionable? Executives across industries are investing unprecedented sums of money into VoC programs designed to improve Customer Experience (CX) consistency. This white paper discusses the role that real-time diagnostics play in making VoC data more actionable, engaging and accessible–all while enhancing and complementing the impact of traditional, evaluative CX tracking.

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applying voc to the new omnichannel customer journey

Consumers today are more empowered and hyper-connected than ever before. They are tapping digital channels to bond with brands, as well as share their feedback on retail experiences and products they purchase. Learn how harnessing customer feedback across all channels can drive customer loyalty and sales.

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The Future of Voice of Customer

The Integrated Listening Platform by Adam Greco, Web Analytics Demystified, Inc.
This document outlines the ways consumers’ interactions with brands and their websites have, in recent years, drastically changed. In the time since Voice of Customer became a more widely accepted way for brands to speak directly with their customers, companies have been gaining valuable insights from feedback spanning the full positive to negative range. As the marketplace matures, so too does the need for Voice of Customer listening platforms to evolve.

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The Mobile Measurement Framework

This white paper addresses the challenges of mobile measurement and proposes a new set of measures that transcends devices, platforms, and channels. This new framework introduces for the first time ubiquitous measures of success across the entire digital landscape.

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