How Will GenAI Impact VOC Programs and Applications

How Will GenAI Impact VOC Programs and Applications

This IDC Perspective discusses the impact and importance of artificial intelligence (AI) and specifically generative artificial intelligence (GenAI) on voice-of-the-customer programs and vendor applications. Discussed are the trends being seen and the headwinds faced by users, as well as the potential outcomes and functionality this new technology will provide. "GenAI is proving to be a major evolution in technology developed to gather, analyze, and act on customer feedback," says Lou Reinemann, research director for Voice of the Customer and Customer Success Applications at IDC. "It will enable a major move toward personalization in customer journeys at scale. It will be a time for customers to truly be engaged at the right time, in the right place, and with the right content."

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