Frost Radar：《顧客之聲 (VOC) 分析，2025 年》

Frost Radar: Voice of Customer Analytics, 2025

出版日期: 2025年12月04日 | 出版商:

Frost & Sullivan | 英文 64 Pages | 商品交期: 最快1-2個工作天內

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簡介目錄

一套能夠激勵企業的標竿體系－創新驅動新交易與成長管道

企業每天都會透過電商平台、客服電話、電子郵件、社群媒體平台、聊天機器人等管道收到大量的客戶回饋。客戶之聲 (VOC) 指的是收集、分析和共用客戶回饋，以改善產品、解決方案或服務。精準的客戶之聲數據分析能夠幫助企業提升客戶體驗，滿足市場中尚未被滿足的需求，並在競爭中脫穎而出。借助自然語言處理、機器學習、文本分析和情感分析等技術，以及計算語言學的應用，企業可以解讀客戶話語背後的觀點、意圖和情感。本次Frost Radar重點介紹了 13 家展現出高成長潛力、最佳實踐、激烈競爭、客戶價值和合作潛力的供應商。

Frost & Sullivan公司對產業內的眾多公司進行分析。根據領導力及其他特徵篩選出的公司將接受詳細分析，並根據10項成長和創新標準進行基準測試，從而揭示其在Frost Radar™上的位置。本刊物將分析每家公司的優勢以及最能匹配這些優勢的機遇，從而在Frost Radar™上呈現其競爭格局。

Businesses receive massive amounts of customer feedback every day through eCommerce platforms, customer support calls, emails, social media platforms, bots, and chats. 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, 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, machine learning, text analysis, and computational linguistics to identify the opinion, intent, or emotion behind a customer's 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.