顧客の声（VoC）分析の世界市場：成長機会

正確なVoCデータがあれば、企業は顧客体験（CX）を向上させ、市場で満たされていないニーズを満たし、競合他社と差別化することができます。企業は、自然言語処理（NLP）、機械学習（ML）、テキスト分析、計算言語学などを使用して、顧客の言葉の裏にある意見、意図、感情を特定するセンチメント分析などの技術によって、VoCを解放することができます。センチメント分析の導入は、RoI、収益、コスト削減、顧客維持率の向上、CXの向上など、組織にいくつかのメリットをもたらします。

当レポートでは、世界の顧客の声（VoC）分析市場について調査分析し、戦略的必須要件、VoC技術の利点、VoCデータ分析プロセス、顧客の視点、市場成長分析、プロバイダープロファイルに関する情報を提供しています。

目次

戦略的必須要件

• 成長がますます困難になるのはなぜか？
• 戦略的必須要件 8（TM）
• 世界のVoC業界に対する上位3つの戦略的必須要件の影響
• 成長機会がGrowth Pipeline Engine (TM)を促進

VoC市場へのイントロダクション

• VoCへのイントロダクション-企業がチャネル全体で説明しなければならない重要な視点である理由

VoC技術の利点

• NLPの利点とVocのためのセンチメント分析

VoCデータ分析プロセス-VoCデータからアクションまで

• VoCデータ分析プロセス-VoCデータからアクションまで

顧客の視点

• 最優先のCX：世界（2021～2022年）
• サポートされているインタラクションチャネル（業界別）：世界（2021～2022年）
• COVID-19による技術の優先順位（業界別）：世界（2021～2022年）
• パンデミックによるCSATスコアの変化：世界（2021～2022年以降）
• 主要な顧客の視点の洞察

市場成長分析

• VoCツールは従業員体験と顧客体験を後押し
• 主要な市場と技術の動向
• 成長の促進要因
• 成長の抑制要因

VoCプロバイダープロファイル

• VoCプロバイダープロファイルの対象基準
• CallMiner
• Cisco
• DataEQ (Formerly BrandsEye)
• InMoment
• NICE
• SANDSIV
• Verint
• Wonderflow
• VoC ベンダーの今後3年間の注力分野
• VoCのツール展開を最適化する３ステップ

成長機会ユニバース

• VoC市場の成長機会
• 成長機会1-能力を高め、実用性を拡大するためのパートナーシップ、買収、合併
• 成長機会2-競合他社との差別化を達成するための視覚化およびレポート機能の強化
• 成長機会3-顧客の信頼を深めるためのセキュリティとデータコンプライアンスの重視
• 関連する定義
• 図表リスト
• 免責事項

Future Growth Potential for Businesses Using Data-driven Tools to Capture Customer Sentiment during their End-to-end Digital Journey

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

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

Sentiment analysis is redefining the VoC landscape, and it complements surveys and other traditional solicited feedback methods. The implementation of sentiment analysis brings several benefits to organizations, including the potential to increase RoI, revenue, and cost savings; the ability to boost customer retention; and the capability to offer an enhanced CX. In addition, VoC platforms can generate automated, complex, and actionable insights that will change how businesses operate. Advancements in AI and IoT paired with higher sentiment analysis adoption guarantees a bright future for VoC tools.

This report discusses noteworthy industry trends, key insights about technology optimization for VoC customers, industry growth drivers and restraints, VoC solution vendors' focus for the next 3 years, and VoC growth opportunities. The report also profiles 7 leading VoC solutions providers.

In preparing this report, Frost & Sullivan conducted interviews with executives from the leading VoC solution providers across the globe. Unless otherwise noted, the opinions expressed in this assessment are those of Frost & Sullivan and have been developed through our research, interviews, and analysis. Frost & Sullivan has a global team of analysts and consultants who continuously research a wide range of markets across multiple sectors and geographies. As part of this ongoing research, we identify companies that are true industry leaders, delivering best practices in what we term growth, innovation, and leadership (GIL). These companies have a keen eye on the future and drive innovation that meets upcoming needs before they become commonly visible. They are often the first to market with new solutions. These service and solution providers focus on delivering the best products at optimal prices to maximize customer value and CX, and by doing so are growth leaders in their respective industries.

Table of Contents

Strategic Imperatives

• Why Is It Increasingly Difficult to Grow?
• The Strategic Imperative 8™
• The Impact of the Top Three Strategic Imperatives on the Global VoC Industry
• Growth Opportunities Fuel the Growth Pipeline Engine™

Introduction to the VoC Market

• Introduction to VoC-Why It Is a Crucial Perspective that Companies Must Account for Across Channels

Benefits of VoC Technologies

• Benefits of NLP and Sentiment Analysis for VoC
• Benefits of NLP and Sentiment Analysis for VoC (continued)

VoC Data Analysis Process-From VoC Data to Action

• VoC Data Analysis Process-From VoC Data to Action

Customer Perspectives

• Top CX Priorities, Global, 2021 to 2022
• Interaction Channels Supported, by Industry, Global, 2021 to 2022
• Priority of Technologies due to COVID-19, by Industry, Global, 2021 to 2022
• Change in CSAT Score since Pandemic, Global, 2021 to 2022
• Key Customer Perspective Insights

Market Growth Analysis

• VoC Tools Boost Employee Experience and Customer Experience
• Major Market & Technology Trends
• Growth Drivers
• Growth Restraints

VoC Provider Profiles

• VoC Provider Profiles Inclusion Criteria
• CallMiner
• Cisco
• DataEQ (Formerly BrandsEye)
• InMoment
• NICE
• SANDSIV
• Verint
• Wonderflow
• VoC Vendors' Focus Areas for the Next 3 Years
• 3 Steps to Optimize VoC Tool Deployment

Growth Opportunity Universe

• VoC Market Growth Opportunities
• Growth Opportunity 1-Partnerships, Acquisitions, and Mergers to Boost Capabilities and Expand Utility
• Growth Opportunity 1-Partnerships, Acquisitions, and Mergers to Boost Capabilities and Expand Utility (continued)
• Growth Opportunity 2-Enhancement of Visualization and Reporting Capabilities to Achieve Competitive Differentiation
• Growth Opportunity 2-Enhancement of Visualization and Reporting Capabilities to Achieve Competitive Differentiation (continued)
• Growth Opportunity 3-Emphasis on Security and Data Compliance to Deepen Customer Trust
• Growth Opportunity 3-Emphasis on Security and Data Compliance to Deepen Customer Trust (continued)
• Relevant Definitions
• Relevant Definitions (continued)
• List of Exhibits
• Legal Disclaimer