Listen, Analyze, and Act on Customer Feedback in Real Time

Customer feedback isn’t just data — it’s business-critical. Organizations that effectively run VOC programs see:

  • Up to 41% revenue growth
  • 30–50% higher satisfaction rates

Yet, only half of companies capture VOC data effectively. Axeno bridges this gap with an integrated Feedback Engine that unifies behavioral, survey, and analytics platforms into one system of action.

Our VoC Solutions Deliver

Turning customer signals into real-time actions for better CX outcomes.

 Always-On Feedback Collection

 Capture continuous input from surveys, apps, and digital touchpoints to stay tuned to customer needs. 

 AI-Driven Sentiment Intelligence 

 Use natural language processing to analyze tone, emotion, and intent behind customer comments at scale. 

 Integrated Experience Orchestration 

 Feed feedback into analytics, personalization engines, and journey workflows to adapt experiences dynamically. 

 Closed-Loop Resolution & Visibility

Automate issue resolution, perform root-cause analysis, and track CSAT, NPS, and sentiment metrics in real time.

The Integrated Feedback Engine Ecosystem

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  • Adobe Analytics
    Cross-channel attribution, segmentation, predictive analytics.
  • ContentSquare
    Experience intelligence, journey analytics, session replays.
  • Heap Analytics
    Automatic event capture and retroactive analysis.
  • Microsoft Clarity
    Heatmaps + recordings for visual insights
  • Qualtrics XM
    Surveys, sentiment analysis, NLP.

Closing the Feedback Loop: From Insight to Action

Feedback without action is noise. Our loop ensures every signal becomes an outcome:

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Feedback Engines

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Transform Feedback into Advantage Vector (5)-2

Feedback without action is noise. Our loop ensures every signal becomes an outcome:

Always-On Collection

Surveys, event tracking, behavioral triggers

AI-Powered Analysis

Sentiment + NLP, tied to behavior

Visual Context

Session replays, heatmaps

Automated Workflows

Routing, escalation, resolution triggers

Outcome Validation

Continuous monitoring to confirm fixes

VOC framework adapts to multiple industries

Industry Use Cases

  • Financial Services: Compliance-safe personalization that builds trust.
  • E-Commerce & Retail: Reduce cart abandonment, increase LTV, optimize product experience.
  • Healthcare & Insurance: Streamline claims, improve patient satisfaction, cut friction.
  • Technology & SaaS: Reduce churn, accelerate adoption, drive roadmap with real user insights.

Turn customer feedback into actionable CX insights.

Implement Feedback Engines

YOU MAY NEED TO KNOW

Frequently Asked Questions

How do Feedback Engines collect customer feedback?

Feedback Engines utilize "always-on feedback collection" methods. This includes gathering feedback via surveys, through applications (apps), and across various digital touchpoints where customers interact with a business.

What kind of analysis do Feedback Engines perform on customer feedback?

Feedback Engines perform sentiment analysis, which is powered by AI-driven natural language processing. This allows them to understand the emotional tone and context of customer comments, not just the explicit words.

How do Feedback Engines help businesses act on customer feedback?

Feedback Engines facilitate action by integrating feedback into broader analytics platforms, personalization strategies, and customer journey orchestration. They also support "closed-loop workflows" for issue resolution and root-cause analysis, ensuring that identified problems are addressed and their underlying causes understood.

What key metrics can businesses monitor using Feedback Engines?

Businesses can gain real-time visibility into crucial customer experience metrics such as Customer Satisfaction (CSAT) scores, Net Promoter Score (NPS), and overall customer sentiment.

What are "closed-loop workflows" in the context of Feedback Engines?

Closed-loop workflows refer to the systematic process of addressing customer issues and analyzing their root causes. This ensures that feedback isn't just collected but actively used to resolve problems for individual customers and to implement broader improvements to prevent similar issues from recurring.

How do Feedback Engines contribute to enhanced Customer Experience (CX)?

By providing a live signal of CX performance through continuous feedback collection, real-time analysis, and actionable insights, Feedback Engines enable businesses to proactively understand and respond to customer needs and pain points, ultimately leading to improved customer satisfaction and loyalty.