Voice Of The Customer (VOC)

To enhance customer experience and increase business growth, many firms are developing voice of the customer (VoC) programs. Successful VoC programs should support a cycle of four activities that make up a closed-loop process: listen to customer feedback, interpret the resulting data, react to improve the experience, and monitor results.

Latest Research

  • For Customer Experience Professionals

    REPORT: How To Transition Your Voice-Of-The-Customer Vendor

    Take Control Of Your VoC Program To Drive Change And Action

    June 20, 2019 Faith Adams

    CX pros often feel trapped by their voice-of-the-customer (VoC) vendor — even when the vendor falls short on meeting basic expectations. That's because the complexity associated with switching vendors makes customer experience (CX) pros struggle to accept that a change is essential to achieving their CX transformation goals. To help CX pros be more confident in identifying technology and services partners that can meet their ever-changing needs, this report offers guidance on when a change is necessary and how to transition.

  • For Customer Experience Professionals

    REPORT: The Forrester Wave™: Digital Voice-Of-The-Customer Specialist Platforms, Q2 2019

    The Five Providers That Matter Most And How They Stack Up

    May 20, 2019 Faith Adams

    In our 26-criterion evaluation of digital voice-of-the-customer (VoC) specialists, we identified the five most significant ones — ForeSee (a Verint company), iperceptions, OpinionLab (a Verint company), Pulse Insights, and Usabilla — and researched, analyzed, and scored them. This report does not include customer feedback management (CFM) vendors; rather, it shows how each digital VoC specialist measures up and helps customer experience (CX) professionals choose the right vendor for their organization.

  • For CIO Professionals

    REPORT: The Top Trends For Healthcare Providers In 2019

    March 6, 2019 Arielle Trzcinski, Jeff Becker, Annalise Clayton

    2019 marks a year of transition for healthcare delivery as a bevy of market forces will catalyze change. Providers are under threat from new entrants and disruptors, being pushed to take on more financial risk, and facing potential closure due to poor financial performance and the inability to meet the evolved needs of their customers. CIOs at healthcare providers need to be abreast of the top trends impacting providers in 2019 and respond in this dynamic environment.

  • For Customer Experience Professionals

    REPORT: Forrester's Top Customer Experience Research Findings Of 2018

    February 22, 2019 Rick Parrish

    Forrester's customer experience (CX) research team published more than 100 reports in 2018. In this review, we pull our most important CX findings — across a range of topics — out of those reports and highlight them in one place. We also provide links to the original reports for CX professionals who want to dive more deeply into topics of interest.

  • For Customer Experience Professionals

    REPORT: How To Build A VoC Program In Healthcare

    February 15, 2019 Faith Adams, Arielle Trzcinski

    Voice of the customer (VoC) programs require structure and follow-through to be effective at driving customer experience (CX) improvements. To drive success, healthcare organizations (HCOs) must be able to understand how good — or bad — experiences are and where to focus improvement efforts. Application development and delivery (AD&D) pros must collaborate with CX and EX pros to deliver on customer and employee experience needs. This report maps out three levels of maturity for healthcare VoC programs and enables HCOs to build or assess their VoC program.

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