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.
In 2026, CX faces a turning point. CX teams must evolve with shifting budgets and emerging technology or risk fading away alongside legacy practices.
Discover the CX performance of 16 US federal government agencies and the drivers and emotions that affect CX the most.
Forrester’s 2025 data shows teams are ineffective at communicating insights and spurring their organizations to take action.
Forrester’s 2025 survey data reveals the most common technologies used by VoC and CX measurement teams and shows some genAI uptake.
Data from Forrester’s 2025 State Of Feedback Management (VoC) And CX Measurement Practices Survey helps organizations close the loop with customers after negative surveys and diversify their efforts for more impact.
Data from Forrester’s 2025 State Of Feedback Management (VoC) And CX Measurement Practices Survey helps leaders meaningfully measure their journeys.
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