• Login
  • Status
  • Support
  • Partners
  • Pricing
  • Careers
  • ENLanguages
    • English
    • Deutsch
    • Français
    • 日本
    • 简体中文
    • العربية
    • 한국
    • Español
Customer Experience (CX) AI Platform
  • Customer Experience (CX) AI Platform×
  • Platform

      CXone Mpower Platform

      • Platform Overview

        Complete AI platform for customer service automation

      • Enlighten AI

        Powering smarter CX with AI-driven insights and automation.

      • Cloud Architecture

        Innovative cloud-native foundation to rapidly scale extraordinary CX

      • Dashboards & Reporting

        Gain a full operational picture of your contact center, with enhanced visualization of real-time and historical insights

      • Integrations

        Seamlessly connect your business systems with our platform

      • Trust & Compliance

        Securing your trust with every interaction

      Discover the full value of AI in customer service

      Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.

      Calculate your savings

    • Products
      • Explore all Products

      • Capabilities

      • Interaction Orchestration

        Interaction Orchestration

        Orchestrate all interactions and workflows across every customer service touchpoint.

        Learn more

        • Omnichannel Routing

          Reduce wait times and boost conversions with smart customer-agent matching.

        • Proactive Engagement

          Generate more revenue, minimize hang-ups, and proactively connect to reduce friction.

        • AI Orchestrator

          Unify and optimize every customer service workflow from intent to fulfillment.

        • Agent Desktop Workspace

          Connect front and back office teams with data, conversations, and workflows together in one place.

      • Workforce Augmentation

        Workforce Augmentation

        Amplify team performance with specialized AI copilots for every role.

        Learn more

        • Specialized AI Copilots

          Elevate human performance with specialized AI copilots for every role.

        • Workforce Engagement Management

          Elevate employees, adapt to flexible work, and meet expectations - without compromise.

        • Automated Agent Notetaking

          Instantly summarize interactions - accelerating resolution times and agent efficiency.

        • Voice of the Customer

          Unlock customer insights to enhance experiences, drive loyalty, and boost business growth.

        • Interaction Analytics

          Gain AI-powered insights from 100% of interactions to drive continuous improvement.

      • Service Automation

        Service Automation

        Automated customer self-service solutions increasing retention rates.

        View Products

        • Intelligent Virtual Agent

          Boost self-service satisfaction and conversion with conversational AI agents.

        • Experience Optimization (XO)

          Synthesize real customer conversations to identify your top automation opportunities.

        • Proactive AI Agent

          Keep customers engaged in conversation from onboarding to installation, service, and retention.

        • Knowledge Management

          Activate AI-powered enterprise knowledge to increase self-resolution rates and loyalty.


      • Solutions

      • By Industry

        By Industry

        • BPO

          Business Process Outsourcers

        • Financial Services

          Customer experiences that count

        • Government

          Elevate citizen trust

        • Healthcare

          Healthy patient experiences

        • Insurance

          Secure policyholder experiences

        • Retail

          Delight customers where they shop

        • Telecom

          CX for Telecommunications

        • Travel & Hospitality

          Boost traveler and guest loyalty

        Discover the full value of AI in customer service

        Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.

        Calculate your savings

      • By Business Initiative

        By Business Initiative

        • Grow Revenue

          Boost conversions and win rates to accelerate growth

        • Engage & Empower Employees

          Create a workplace of truly engaged employees

        • Boost Customer Loyalty

          Improve customer loyalty on interactions across the journey

        • Drive Digital Transformation

          Integrate digital technology at the center of CX

        • Small and Medium Business

          Drive growth and boost revenue with smarter, cost-effective customer service built for SMBs.

        • Call Center Software

          Empower agents to provide better experiences

        • Increase Operational Efficiency

          Leverage AI and automation to increase agent retention

        • Move to the Cloud

          Elevate experiences by moving operations to the cloud

        • Improve Compliance

          Protect your consumers with pre-built compliance solutions

        • Proactive Customer Engagement

          Elevate customer satisfaction with proactive conversational AI

      • Integrations & Custom Solutions

        Integrations & Custom Solutions

        • CXexchange Marketplace

          Discover partner solutions to extend capabilities on our platform

        • Pre-Built Integrations

          Seamlessly connect your business systems with our platform

        • Developer Tools & APIs

          Endless customization options with RESTful APIs and robust SDKs

        • Partner Ecosystem

          Embark on a journey of shared success and collaboration

        91% of customers recommend NiCE as a preferred CCaaS vendor

        Gartner® named NiCE the only Customers’ Choice CCaaS vendor in its 2024 Peer Insights™ “Voice of the Customer for Contact Center as a Service” report.

        Get report


      • View All Products
    • Services
      • Explore all Services

      Professional Services

      • Professional Services

        Industry-leading expertise, tools and know-how

      • Implementation Partners

        NICE-certified implementation partners

      • Business Consulting

        Your partner for successful transformation

      Training

      • Contact Center Training

        Tailored education delivered by CX experts

      Support & Assistance

      • Customer Support

        Global support you can depend on

      Make the smartest buying decision with the latest Gartner analysis

      NiCE has been named a Gartner® Magic Quadrant™ Leader for Contact Center as a Service for the 10th consecutive year and is positioned furthest on Completeness of Vision.

      Get report

    • Resources

        Knowledge Base

        • All Resources

          Whitepapers, datasheets, demos and more

        • Analyst Perspectives

          Contact center reports from third party analysis

        • Terms Glossary

          Detailed descriptions of industry-related terms

        • FAQs

          Contact center focused frequently asked questions

        • Guides

          Expert insights for superior CX

        Learning & Insights

        • On-Demand Webinars

          Browse our extensive webinar catalog

        • Interactive Product Tours

          Explore the complete platform with our self-guided demos

        • Blog

          CX industry guidance by contact center experts

        • Why NiCE? Video Series

          Step Inside The Room Where It Happened to see CX AI in action

        • NiCE & Simple: Video Demo Series

          Brilliant, bite-sized videos from our top product pros

        Community

        • Events

          Upcoming events and webinars

        • Customer Stories

          Our customer's success is paramount. Read case studies about real CX transformation

        • NiCE Clubs

          Collaborate, learn, and share best practices for customer service excellence

        Discover the full value of AI in customer service

        Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.

        Calculate your savings

      • Company

          Company

          • About Us

            Powering seamless cloud experiences

          • Investors

            Investors relations, reports and filings

          • Global Offices

            Interactive map of locations worldwide

          • Careers

            View job openings and learn about our culture

          • NiCE Leadership

            Meet our global leadership and executive team

          News & Media

          • Events

            Upcoming events and webinars

          • Press Releases

            Find the latest updates from NiCE

          • Media Center

            Media contacts and resources

          Corporate Governance

          • NiCE Trust Center

            Securing your trust with every interaction

          • Market Leadership

            Discover why NiCE is the market leader

          • Corporate Responsibility

            In a world where you can be anything, be NiCE

          Make the smartest buying decision with the latest Gartner analysis

          NiCE has been named a Gartner® Magic Quadrant™ Leader for Contact Center as a Service for the 10th consecutive year and is positioned furthest on Completeness of Vision.

          Get report

          • ENLanguages
            • English
            • Deutsch
            • Français
            • 日本
            • 简体中文
            • العربية
            • 한국
            • Español
          • Get Started
            • Login
            • Status
            • Support
            • Partners
            • Pricing
            • Careers

          Company

          • About Us
          • Careers
          • Global Leadership
          • Media Center
          • Investors
          • Awards
          • Global Office Locations
          • Contact Us
          • CCaaS
          • Customer Experience
          • NiCE Public Safety
          • NiCE Actimize
          • NiCE RPA

          Partners

          • NiCE Partners Overview
          • Developer Partners (DEVone)
          • CXone Mpower Partner Portal
          • NiCE Help Partner Portal
          • NiCE User Group

          Customer Support

          • Customer Support Overview
          • CXone Mpower Support Login
          • NiCE Customer Support
          © 2025 NiCE
          • Terms of Use
          • Site Map
          • Privacy Policy
          • Legal
          • Cookies Settings
          • Accessibility

          Stay Connected

          © 2025 NiCE
          Best practices for acting on voice of the customer (VOC) insights at scale

          Best practices for acting on voice of the customer (VOC) insights at scale

          by Estela Misso
          January 30, 2024
          Share

          The true impact of a holistic voice of the customer (VOC) program doesn’t come from just knowing what your customers think about interacting with your organization, or just gaining insight into the seemingly unconnected issues that are actually impacting your CX KPIs.

          Although those are key building blocks, quantifiable business results come from taking action on customer feedback insights, at scale. That means automated, orchestrated actionability, so, for example, contact center agents are automatically alerted to consistently close the loop with customers across all channels. It also means being able to quickly and easily compare quality, sentiment, and CSAT on a unified agent desktop.

          In this article, we’ll cover the hallmarks of a modern holistic VOC solution that can help your contact center consistently take impactful actions, then we’ll share three case studies that demonstrate best practices for taking action on VOC insights, at scale.

          Act on feedback to improve satisfaction, drive efficiencies, and increase agent engagement

          The idea of customer-centricity isn’t just about understanding the customer’s perspective, it’s about provoking change/improvement inspired by their feedback.

          This approach enables a comprehensive understanding of the customer journey, addresses dissatisfaction, empowers agents, and drives impactful changes across the organization.

          Here’s how a modern VOC solution supports customer-centricity:

          Now, let’s dive into the business results that you can achieve when you successfully implement such a solution and follow VOC best practices to take effective action on customer feedback insights.

          3 case studies of VOC best practices in action

          Sometimes, the term “best practices” is used almost philosophically—like wishful thinking for the way that something could or should ideally be done, if nothing stood in the way.

          That’s not the case here.

          When we talk about VOC best practices, it’s based on our years of real-world experience helping thousands of global organizations plan, implement, and optimize holistic VOC programs using CXone Feedback Management.

          Following are three case studies of organizations in the telecom, financial services, and transportation industries that demonstrate battle-tested best practices for generating and taking action on holistic VOC insights, at scale—and the impactful business results that can be achieved when you do.

          a woman holding a phone

          1. How a telecom provider increased loyalty by closing the loop, at scale

          A telecom provider with 33 retail locations and 65 contact center agents who handle 460,000 annual contacts wanted to gather comprehensive VOC data, analyze the results, and transform those insights into useful output to help them reduce churn, strengthen loyalty, and close the loop on customer issues.

          They implemented a journey-based, digital-first approach to omnichannel feedback using CXone Feedback Management, which empowered the team to uncover CX issues and orchestrate taking corrective action, at scale.

          Through their holistic VOC program they were able to:

          • Automatically identify churn risk and trigger account reviews, with consistent outreach to close the loop with customers across all channels
          • Deliver customized training and marketing guidance to frontline employees
          • Drive targeted product and service improvements, using text analytics + Likelihood to Recommend scores

          With deep VOC insights, at scale, the company has improved their ability to rapidly respond to customer needs, resulting in:

          Results Callout 1
          • NPS of 87.5, far above industry average
          • 2x increase in customer survey response rate
          • Reduced churn, increased loyalty—new service recovery team proactively finds best fit solutions for customer needs
          a person wearing headphones

          2. How a financial services firm embedded a customer-first culture enterprise wide with holistic VOC

          A financial services provider that operates across five global regions, offering multiple portfolios and 100+ products was looking to embed a customer-first culture and improve CX by building a holistic VOC program. They wanted to establish closed-loop and act on key drivers that were impacting loyalty.

          They partnered with NiCE to eliminate data silos and build a holistic VOC program. Through CXone Feedback Management, they implemented a closed-loop methodology designed to not only capture insights from their global customer base, but also empower over 600 employees to act on those insights effectively.

          They began by conducting dozens of stakeholder interviews to define VOC success criteria, then took a journey-based, digital-first, omnichannel approach to customer feedback and closed-loop automation.

          After the company successfully rolled out a VOC engagement plan to all stakeholders, employees were empowered to act on holistic VOC insights at scale and:

          Results Callout 2
          • Identify $3.8M in new revenue and product opportunities
          • Collect 50+ ideas for product and service improvements and competitive differentiation
          • Complete 3,000+ follow up activities with clients
          • Follow up on 70%+ of feedback
          • Achieve NPS 24 points above the average B2B loyalty rating
          a woman sitting at a table

          3. How a global transportation company increased loyalty and customer acquisition by identifying and eliminating friction points

          With ambitious goals for financial growth, a transportation company with 12 global locations, 1,400+ shippers, 158k carriers, and 100+ retailers wanted holistic insights into factors driving customer satisfaction in order to improve loyalty and increase acquisition—specifically through recommendation, referenceability, effective expansion, and upsell.

          Since holistic VOC goes far beyond contact center interactions, the company was also interested in implementing a structured communication plan driven by sales and account teams ahead of QBRs with their Tier 1 accounts—and sharing those results with key stakeholders.

          The company worked with NiCE to design and launch pulse surveys six weeks in advance of customer QBRs to collect feedback and identify pain points. They then followed best practices to refine surveys to improve response rates and engagement and get the data necessary to generate actionable insights. Finally, they shared VOC insights with relevant employees through alerts, notifications, and role-based dashboards.

          By following best practices and empowering relevant teams to close the loop and address problems before they escalated, the company achieved:

          Results Callout 3
          • More than 2x improvement in response rates
          • Significant reduction in churn risk
          • 177% increase in NPS

          The benefits of actionability, at scale, within a single platform

          As detailed in the above case studies, in order to continually drive quantifiable business value, modern CX initiatives should include a holistic VOC program that uses omnichannel customer feedback, embedded within a single platform, to deliver actionable insights, at scale.

          Organizations that share insights companywide and take action on those insights across the customer journey become truly customer-centric and achieve significant business results—including increased customer loyalty, reduced churn, greater operational efficiency, and higher revenue.

          This knowledge brief from Aberdeen Strategy & Research can help you learn more about today’s VOC best practices and the results that best-in-class organizations have achieved by adhering to them.

          About the Author

          Estela Misso

          Estela is a marketing technology professional with a decade of experience in the tech industry. She currently manages product marketing for CXone Feedback Management at NiCE, leveraging her degrees from University College London and the State University of New York.

          See All Blogs

          Follow Us

          Follow us to get the latest news from your preferred Social Network

          linkedinlinkedinlinkedinlinkedin

          Popular Posts

          5 reasons why AI without memory is just guesswork

          July 2, 2025

          AI that forgets isn’t worth paying for: 5 reasons memory is key to AI-powered experiences

          Read

          July 1, 2025

          Create a streamlined world: Where tickets and data live in one place

          Read
          The power of partnership: How NiCE, AWS, ServiceNow, and Snowflake are creating a NiCE world

          June 24, 2025

          The power of partnership: How NiCE, AWS, ServiceNow, and Snowflake are creating a NiCE world

          Read

          June 18, 2025

          Reimagine automation with CXone Mpower Agents that act, resolve, and scale instantly

          Read

          June 17, 2025

          Building a NiCE world: The stories making the world brighter

          Read

          More from the blog

          5 reasons why AI without memory is just guesswork
          AI

          AI that forgets isn’t worth paying for: 5 reasons memory is key to AI-powered experiences

          Think about the last time a business truly impressed you. Not with flashy tech or a clever ad, but with the simple power of remembering who you are.

          July 2, 2025

          Customer Experience

          Create a streamlined world: Where tickets and data live in one place

          What if service wasn’t something customers had to chase… but something that found them? What if technology didn’t replace people… but actually amplified their ability to serve? What if we could finally blur the lines between the front office and back office… making the entire customer journey seamless?

          July 1, 2025

          The power of partnership: How NiCE, AWS, ServiceNow, and Snowflake are creating a NiCE world
          AI

          The power of partnership: How NiCE, AWS, ServiceNow, and Snowflake are creating a NiCE world

          At NiCE, our vision is to create a world where customer service just works. It’s a world that is seamless, smart, and connected across every interaction.

          June 24, 2025