This paper explains how Voice of Customer (VoC) has evolved from small-sample methods like focus groups and interviews, paired with metrics such as NPS, into large-scale, NLP-enabled analytics that mine social platforms, forums, and direct interactions for deeper, actionable insight. It presents Brillio’s VoC solution as a way to improve brand, product launch, and reputation management by using a pre-integrated stack for real-time data ingestion, entity extraction, topic mining, forecasting, and deep learning. It outlines a consultative deployment approach that defines topics, builds a question hierarchy, customizes dashboards, and derives “need statements,” then describes supporting platforms (Brillio Data Platform and Athena AI Workbench) and a 5-step framework (listen, monitor, measure,

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