Guide for Integrating VoC
into Customer Journey Mapping

So far, most businesses have relied on understanding customers' potential actions related to their stage in the customer journey.

For example, if the customer is in the awareness stage, most businesses focus on attracting their attention and providing valuable information that positions their brand as a potential solution.

This approach is beneficial, yet inadequate for taking a proactive stance. Today’s technological advancements, especially Artificial Intelligence-powered VoC platforms, enable businesses to visualise customer processes, needs, and perceptions throughout their interactions and relationship with an organisation.

Moreover, AI-based VoC solutions provide an informed approach by considering vast amounts of customer data and analysing customer insights to create actionable CX strategies.