VoC Myth Busting with Ian Golding
Ep 9: Can AI Actually Help with VoC?

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In this ninth episode of the VoC Myth Busting series, Darren Wake puts a hot topic to Ian Golding: “I’m not sure AI can help me or add value to my VoC or CX programme.”

Ian unpacks the confusion around AI in CX, explains how it can supercharge your feedback strategy, and makes the case for using it wisely — not just because it’s the latest trend.

Here’s what we cover:

• Why AI can transform how you interpret customer feedback
• What you must do before bringing in any new tech
• How to use AI to combine multiple feedback channels
• Why structure and clarity are more important than shiny tools

If you work in customer experience, insight, or digital transformation and want to get clarity on where AI fits in your CX strategy, this episode cuts through the noise.