Colleen serves customer experience (CX) leaders. She focuses on helping customers build voice-of-the-customer (VoC) and CX measurement programs. Her research and analysis on customer feedback management (CFM) and related technology has been cited in The Wall Street Journal, Destination CRM, and 360 Magazine.
This report highlights CX software buying intentions and habits, with a specific focus on CFM solutions.
This report provides EA pros with a reference model framework to align technology investments by collaborating with marketing executives.
This report provides marketing executives with a reference model framework for aligning technology investments by collaborating with EA pros.
CX pros measure CX mostly at the relationship and touchpoint levels and less at the journey level. Top executives use NPS to measure CX success.
In our evaluation of customer feedback management providers, we researched, analyzed, and scored the most significant ones.
Customer service and IT leaders should read this report to shape their firm’s investment approach to these technologies.
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