Question 1

What is Voice of the Customer (VoC) in retail?

Accepted Answer

Voice of the Customer (VoC) in retail means capturing, analyzing, and acting on customer feedback across channels like support, surveys, reviews, calls, and social to improve products, services, and the overall customer experience.

Question 2

Why aren’t CX metrics like NPS or CSAT enough anymore?

Accepted Answer

NPS and CSAT show what changed but rarely explain why. Retail CX leaders increasingly need root causes such as availability, delivery, staff knowledge, or pricing perception and must tie them to outcomes like retention, revenue protection, and cost-to-serve.

Question 3

What retailers is NEXT AI built for?

Accepted Answer

NEXT AI is built for multi-store, multi-region retailers including grocery, specialty retail, omnichannel, and D2C with stores where complexity comes from scale across stores, regions, formats, journeys, and high volumes of verbatims.

Question 4

What retail data sources can NEXT AI analyze?

Accepted Answer

NEXT AI analyzes support tickets and chats, contact-center calls and transcripts, surveys and NPS verbatims, Google Business Profile and public reviews, and store or field feedback, and can optionally add behavioral context from analytics tools like Amplitude or Mixpanel.

Question 5

Does NEXT AI replace Zendesk, Qualtrics, or Medallia?

Accepted Answer

No. NEXT AI complements systems like Zendesk, Qualtrics, and Medallia by unifying feedback across sources, quantifying themes at scale, and producing actionable outputs with counts, quotes, and workflow delivery.

Question 6

Can NEXT AI produce store-level insights by store, region, or format?

Accepted Answer

Yes. NEXT AI breaks insights down by store, region, channel, segment, or category so local teams can act on what matters in their area instead of relying on HQ averages.

Question 7

Can NEXT AI connect VoC to business goals like revenue, margin, and cost-to-serve?

Accepted Answer

Yes. NEXT AI ties customer voice to outcomes such as cost-to-serve reduction by fixing repeated contact drivers, revenue protection by addressing journey friction or delivery failures, and retention and loyalty by identifying repeat drivers and churn risk reasons.

Question 8

Is NEXT AI reliable or is it just AI summaries?

Accepted Answer

NEXT AI is evidence-first: it quantifies themes with counts and trends and supports them with verbatims so teams can defend priorities and drive cross-functional action instead of relying on generic summaries.

Question 9

Can NEXT AI use Google Business Profile or Google Maps store reviews?

Accepted Answer

Yes. Store-level Google reviews can be analyzed to identify drivers of satisfaction and dissatisfaction, compare stores, and prioritize local fixes, and responding to reviews signals that you value customer feedback.

Question 10

How does NEXT AI handle GDPR, PII, and security for retail contact centers?

Accepted Answer

Retail CX data often includes sensitive information in tickets, calls, and transcripts, so NEXT AI supports enterprise controls for access, PII handling, governance, and auditability aligned to large-scale deployments.

Boost customer satisfaction, loyalty, and retail performance with AI

Turn surveys, tickets, calls, reviews, and community posts into ranked drivers and next-best actions—by region, store, journey, and persona.

Book a PoC call

We run a limited number of guided PoCs each month.

We run a limited number of guided PoCs each month.

The results speak for themselves Deliver value across the entire retail experience

The results speak for themselves Deliver value across the entire retail experience

Action turns customer feedback into faster fixes across stores and channels—helping earn top shopper awards across EU markets.

Rituals turns omnichannel customer feedback into store-ready actions—improving experience across digital and in-store touchpoints.

BSH’s CMI team accelerates customer feedback loops for marketers, touchpoint owners, and product managers.

↑40%

Store autonomy gain

less carts abandoned

Increased store-driven decisions and actions, shifting execution from HQ to frontline teams.

↓99%

Less manual work

Reduced time-to-insight from weeks to minutes by automating feedback analysis with AI.

↑25%

Improved NPS

Improved NPS by uncovering the “why” behind scores and prioritizing fixes with the biggest impact.

↓20%

Lower support volume

lower support volume

Reduced support contacts by tapping ticket insights to drive improvements, not just resolutions.

Your Customer OS

NPS/CSAT scores aren’t enough. NEXT AI ties customer feedback to business drivers—revenue, loyalty, and returns—so teams know what to fix, improve, and do next.

NPS/CSAT scores aren’t enough. NEXT AI ties customer feedback to business drivers—revenue, loyalty, and returns—so teams know what to fix, improve, and do next.

Give your team superpowersOutcomes, not dashboards

Turn customer feedback into outcomes

Unify customer feedback for teams to instantly understand performance drivers, customer issues, and priorities.

AI agents that do the work

Agents cluster themes, quantify drivers, & surface evidence with counts & quotes—across stores, regions, segments.

Empower stores and HQ

Deliver outcomes to HQ and frontline teams, so they fix issues fast—with clarity, ownership, and confidence.

Retail teams drive performance with NEXT AIDeliver customer outcomes, with confidence

Loyalty program optimization

Improve loyalty mechanics & offers by analyzing what customers love, misunderstand, or resent — with impact sizing.

In-store experience (store & region)

Spot irritants tied to queues, availability, staff knowledge, navigation, and price perception in surveys, reviews, tickets, and calls.

Journey comparisons

Compare in-store vs online experience gap, incl. themes, verbatims and counts. Produce a fix-first list for execution.

Local intelligence at store level

Cross Google reviews and store feedback to produce store/region playbooks: what’s unique locally, what to replicate, what to fix first.

Performance steering

Answer: “Why did category X drop 5%?” with customer result drivers (stockouts, service gaps, quality perception, pricing clarity)—not guesses.

Marketing messaging

Market steering with real customer language

Market steering with customer language

Identify positive signals, craft messaging by segment/journey, and generate copy that sounds like customers—not your org chart.

Get inspired by real promptsHow retailers are putting their data to work

In 2025, Action was ranked retailer of the Year in France, Germany, Austria, Italy, and the Netherlands.

Join our invite-only webinar to learn how top retailers use NEXT AI to turn omnichannel feedback into better results, faster.

Join our invite-only webinar to learn how top retailers use NEXT AI to turn omnichannel feedback into better results, faster.

Register interest

Built for scale & safetyEnterprise controls for data, models, and agents

Total control

Manage model access, data residency, MCP controls, privacy policies, integrations, and agent rules globally.

Connected to your enterprise stack

Activate customer intelligence across your systems and workflows.

PII protection by default

NEXT removes personally identifiable information from your data automatically.

Questions & Answers

Turn customer voice into business impact, faster.

Turn customer voice into business impact, faster.

Turn customer voice into business impact, faster.

Book a PoC call

We run a limited number of guided PoCs each month.

We run a limited number of guided PoCs each month.

`The results speak for themselves Deliver value across the entire retail experience`

`The results speak for themselves Deliver value across the entire retail experience`

`Your Customer OS`

`NPS/CSAT scores aren’t enough. NEXT AI ties customer feedback to business drivers—revenue, loyalty, and returns—so teams know what to fix, improve, and do next.`

`NPS/CSAT scores aren’t enough. NEXT AI ties customer feedback to business drivers—revenue, loyalty, and returns—so teams know what to fix, improve, and do next.`

`Give your team superpowers Outcomes, not dashboards`

`Turn customer feedback into outcomes`

`Unify customer feedback for teams to instantly understand performance drivers, customer issues, and priorities.`

`AI agents that do the work`

`Empower stores and HQ`

`Deliver outcomes to HQ and frontline teams, so they fix issues fast—with clarity, ownership, and confidence.`

`Retail teams drive performance with NEXT AI`Deliver customer outcomes, with confidence

`Improve loyalty mechanics & offers by analyzing what customers love, misunderstand, or resent — with impact sizing.`

`In-store experience (store & region)`

`Spot irritants tied to queues, availability, staff knowledge, navigation, and price perception in surveys, reviews, tickets, and calls.`

`Journey comparisons`

`Local intelligence at store level`

`Performance steering`

`Marketing messaging`

`Market steering with real customer language`

`Market steering with customer language`

`Get inspired by real prompts How retailers are putting their data to work`

`In 2025, Action was ranked retailer of the Year in France, Germany, Austria, Italy, and the Netherlands.`

`Built for scale & safety Enterprise controls for data, models, and agents`

`Total control`

`Manage model access, data residency, MCP controls, privacy policies, integrations, and agent rules globally.`

`Connected to your enterprise stack`

`Activate customer intelligence across your systems and workflows.`

`PII protection by default`

`NEXT removes personally identifiable information from your data automatically.`

`Questions & Answers`