Anyone used Gong for Voice of the Customer Analysis?

Hi @RyanCahill! Great discussion question. 

I found this episode of Gong on Gong featuring @Shefa Weinstein that you may find helpful - this is how we at Gong use the voice of the customer to inform and validate our product roadmap. 

Also tagging in some Enablement experts to share any advice or feedback they may have for you ⬇️

@Courtney Tucci @Abhishek Humney @Holly Hampson @Pete Thornton @Casandra Valdes @AmyStarnerCeridian @Sascha Dainat @Mark Giddens @Tracy Murphy @Evan Natwick @Alec Levandoski @Quinn Ricigliano @Andy Gregor @Krystal Petrovskis @Samantha Leckie @Chiara Gianola @Paul Dean @Mar Ryan @TheMoneyTeam 

@Molly Kipnis thanks for sharing, definitely review this for sure!

Coming around to this topic - what updates have been made in gong so that CS leaders can get VOC insights from all of the calls/emails logged in Gong vs from a specific account?

Hi @dbradyexpertise — are you asking about analyzing overall VOC insights across all accounts vs. insights from specific calls?

Hey @Molly Kipnis  - all accounts.  

I am also looking to understand if we can analyze and synthesize overall VOC insights from all accounts. I’d love to be able to do VOC reporting on most common strategic priorities, what customers value (or don’t), how they’re talking about our solutions, what language they’re using/what messaging resonatates, other patterns and insights.

I haven’t used AI Theme Spotter directly, but this seems like the Gong-native option I’d investigate first.

It appears built for aggregate VOC themes: objections, pricing reactions, product feedback, recurring priorities, and segment-level patterns.

If that’s not flexible enough, the other path would be pulling the Gong data out and building a custom VOC pipeline with your own taxonomy, CRM joins, scoring, and trend reporting.