Frost Radar™: Voice of Customer Analytics, 2024

Frost Radar™: Voice of Customer Analytics, 2024

A Benchmarking System to Spark Companies to Action - Innovation that Fuels New Deal Flow and Growth Pipelines

Businesses receive massive amounts of customer feedback every day, obtained through eCommerce platforms, customer support calls, emails, social media platforms, bots, and chats. This presents companies with an opportunity to garner customer data that they can use to enhance market intelligence.

Voice of customer (VoC) refers to the practice of collecting, analyzing, and distributing customer feedback to improve a product, solution, or service. With accurate VoC data analytics, businesses can enhance customer experience (CX), satisfy unmet needs in the marketplace, and differentiate themselves from competitors.

Companies can decode VoC through technologies such as sentiment analysis, which uses natural language processing (NLP), machine learning (ML), text analysis, and computational linguistics to identify the opinion, intent, or emotion behind the customers’ words. This Frost Radar™ spotlights 13 providers that have demonstrated high growth potential, best practices, competitive intensity, customer value, and partner potential.

Frost & Sullivan analyzes numerous companies in an industry. Those selected for further analysis based on their leadership or other distinctions are benchmarked across 10 Growth and Innovation criteria to reveal their position on the Frost Radar™. The publication presents competitive profiles of each company on the Frost Radar™, considering their strengths and the opportunities that best fit those strengths.