Forrester : Voice Of The Customer (VOC)

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.

Research

For all Roles

For Customer Experience Professionals
Report: The Forrester Wave™: Customer Feedback Management Platforms, Q2 2017
April 10, 2017Maxie Schmidt-Subramanian
In our 39-criteria evaluation of customer feedback management platform providers, we identified 10 vendors that matter — Clarabridge, Confirmit, InMoment, MaritzCX, Medallia, NICE, Qualtrics, Sa...
For Customer Experience Professionals
Report: Brief: Six Ways To Add Speed And Scale To Customer Insights
May 17, 2016Tony Costa, Dylan Czarnecki
Customer research through surveys and qualitative studies is the most common approach to learn more about customers. However, these efforts can be time-intensive and expensive. This report descr...
For CIOs
Report: The Top Technologies For Your Business Technology Agenda, 2016
May 10, 2016Ted Schadler
Customer-obsessed firms are customer-led and insights-driven. They move fast rather than perfectly, and they are connected to serve increasingly powerful customers. CIOs wield a critical asset: ...
For Customer Experience Professionals
Report: The Top 10 Voice Of The Customer (VoC) Program Questions Answered
April 29, 2016Maxie Schmidt-Subramanian
The VoC helps improve customer experience (CX) and drive significant business value. To help organizations get the most out of their VoC programs, Forrester answered the most common questions th...
For eBusiness & Channel Strategy Professionals
Report: Assemble The Right Digital Money Management Team
January 4, 2016Aurelie L'Hostis
As digital money management evolves from being a feature of digital banking and wealth management to the core functionality of many mobile and online services, digital business strategy executiv...