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 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.

  • For Customer Experience Professionals

    REPORT: Applying The Forrester Wave™: Customer Feedback Management Platforms, Q4 2018

    How To Identify The Right CFM Vendor For Your Business

    December 3, 2018 Faith Adams

    In October 2018, we published the Forrester Wave™ on customer feedback management (CFM) platforms. We used 40 criteria to evaluate nine vendors. In this report, we compile additional insights shared by CFM customers in conversations with Forrester during the evaluation process. Highlights include what drives people to select or leave a vendor and how customer experience (CX) pros should go about applying the Forrester Wave to their organization's specific needs and preferences.

  • For Customer Experience Professionals

    REPORT: The Forrester Wave™: Customer Feedback Management Platforms In Asia Pacific, Q4 2018

    The Eight Providers That Matter Most And How They Stack Up

    December 3, 2018 Amit Bhatia, Faith Adams

    In our 40-criterion evaluation of customer feedback management (CFM) providers, we identified the eight most significant ones in Asia Pacific (AP) — Confirmit, InMoment, inQuba, MaritzCX, Medallia, NICE Satmetrix, Qualtrics, and Verint — and researched, analyzed, and scored them. This report shows how each provider measures up and helps customer experience (CX) professionals in AP make the right choice.

  • For Customer Experience Professionals

    REPORT: Now Tech: Voice-Of-The-Customer Vendors In Asia Pacific, Q4 2018

    Forrester's Overview Of 21 Voice-Of-The-Customer Providers In Asia Pacific

    November 26, 2018 Amit Bhatia, Faith Adams

    Customer experience (CX) professionals use voice-of-the-customer (VoC) tools to collect and analyze customer feedback, improve CX, and track the results of these improvements. But to access these benefits, you'll first have to select from a diverse set of vendors that vary by size, functionality, and vertical market focus. CX pros should use Forrester's Now Tech report to understand the value they can expect from a VoC provider in Asia Pacific and select vendors based on size and functionality.

  • For Customer Experience Professionals

    REPORT: The Forrester Wave™: Customer Feedback Management Platforms, Q4 2018

    The Nine Providers That Matter Most And How They Stack Up

    October 30, 2018 Faith Adams

    In our 40-criteria evaluation of customer feedback management (CFM) providers, we identified the nine most significant ones — Clarabridge, Confirmit, InMoment, MaritzCX, Medallia, NICE Satmetrix, Qualtrics, SMG, and Verint — and researched, analyzed, and scored them. This report shows how each provider measures up and helps customer experience (CX) professionals choose the right CFM vendor for their organization.

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