voice of the customer (VOC)
Done well, voice of the customer (VOC) programs enable organizations to better meet their customers’ needs and deliver more rewarding experiences. Yet, too often, companies falter in the effort. Read Forrester’s insights on driving action and deriving value through VOC programs.
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Insights
Blog
Good News/Bad News About VoC And CX Measurement Practices
“Help us help you.” This was the call to action we put out in July and August of 2022 to voice-of-the-customer (VoC) and customer experience (CX) measurement leaders around the world. We asked CX professionals responsible for VoC and CX measurement activities to tell us about their teams’ scope and structure, practices, and challenges. In […]
Blog
Meet The Analyst Covering Design Workflow: Sheila Mahoutchian
What Topics Will You Be Covering At Forrester? I’m excited to dive deep into coverage areas revolving around design workflows, tools, and services for the customer experience (CX) function. Some buckets I hope to explore in this realm include: Design thinking in practice and how to make it accessible, specifically for collaboration teams that work […]
See How CX Is Changing In 2023
Get our Predictions 2023 guide to explore the dynamics that will ensure customer experience success.
Blog
Banks Must Stop Acting Ad Hoc If They Want To Earn And Keep Customers’ Trust
As custodians and lenders of money, banks cannot exist without their customers’ trust. But why do so few banks around the world actually track and measure it? We’ve examined how banks themselves look at trust and, even more importantly, what they actually do about it.
Blog
Great Balls Of Fire! Customer Engagement Is On Your CMO’s Radar
It's customer marketing’s job to track and report on value to the business. You might not have received a lot of guidance from leadership on this, especially if your organization isn’t mature in its approach to postsale engagement. Begin by understanding what matters to the company.
Podcast
What’s Next For Customer Loyalty?
Customer loyalty is not a new concept, but a confluence of trends has increased the emphasis that brands are placing on it. In this episode, VP and Principal Analyst Mary Pilecki dives into these trends and provides a sneak preview of new research that will be unveiled at CX North America.
Podcast
Solve Customer Mysteries By Uniting Quant & Qual
Quantitative data science and qualitative design research deliver richer, more accurate customer insights by working together. VP and Principal Analyst Brandon Purcell joins What It Means to discuss how blending these two types of research can solve customer mysteries.
Blog
Qualtrics’ $1.125B Acquisition Of Clarabridge Upends The Customer Feedback Management Market
Yesterday evening, Qualtrics announced that it’s acquiring Clarabridge in an all-stock deal worth $1.125 billion. This is a great move for Qualtrics. In one swoop, it has secured the best-in-class analytics capabilities that will define the future of voice-of-the-customer programs as firms decrease their reliance on surveys and focus instead on understanding customers based on […]
Drive Engagement With Your Digital Experiences
A five-step breakdown of how to get customers to embrace new digital experiences.
Blog
ACI ASQ Surveys + FeedbackNow = A Quest To Improve Real-Time Customer Experience
Collecting solicited feedback at the exact time passengers live the experience is the only way to truly assess the quality of that experience as it moves through all touchpoints of their journey. ACI and FeedbackNow are committed to enabling this so CX leaders can improve the passenger experience.
Blog
Tech Giants Will Make Texas Power Reliable
We’ve been seeing lots of stories about the effect of the power outages in Texas, and more will come over the next few weeks. When it comes down to it, the “R” in ERCOT was overlooked. One of the lesser-covered issues in the media is the impact of that lack of reliability on the migration […]
Blog
Announcing The Forrester Wave™: Insights-Driven Business Process Outsourcing, Q4 2020
Buyer demand for greater value from insights and technology such as RPA, data science, machine learning, and advanced analytics are forcing both classical BPO and omnichannel BPO vendors to retool themselves into insights-driven BPO's.
Blog
Predictions 2021: Customer Insights Practices Continue To Evolve
Firms have gotten better at acting on customer insights. So, what will customer insights leaders do in 2021 to ensure that this improved understanding moves the needle on CX? Something new and different. Learn why in our customer insights predictions for 2021.
Blog
InMoment Addresses Head On What Continues To Plague CX Programs
This morning, customer feedback management (CFM) vendor InMoment announced an array of new product and service offerings focused on improving experiences, not just measuring and reporting on them. The vendor is calling this Experience Improvement (XI). This is an aggressive move by InMoment: Customer experience (CX) technology buyers struggle to find differentiation among technology vendors […]
Podcast
Find Your Firm’s Path To Customer Obsession
Customer obsession means putting the customer at the center of your business leadership, strategy, and operations. Learn how to define and operationalize a successful customer obsession strategy on this episode of What It Means with VP, Principal Analyst Shar VanBoskirk.
Blog
What US Health Insurers Can Learn From The CX Leader In The Category
The approach that Florida Blue is taking to CX is working - and other insurers can learn from it. Learn how Florida Blue achieved a 5.8-point improvement in this year's CX Index.
Blog
SAP To Spin Off Qualtrics — What Should CX Technology Buyers Expect?
SAP just announced its intent to spin off Qualtrics — the $8 billion dollar purchase it made less than two years ago. This move goes against much of what was said when the acquisition took place, when it was stated that the two companies were bringing together two powerful systems, one operational and one experiential. […]
Blog
The Customer Feedback Frenzy Continues As Microsoft And Salesforce Up Their Game
New offerings from both companies let organizations collect survey feedback easily and cost-effectively. While this is timely, as many companies are trying to reduce spend, voice-of-the-customer programs need to go further.
Blog
Executives Really Must Walk In Their Customers’ Shoes
Back when I was a customer experience (CX) practitioner, I regularly found myself reminding stakeholders up and down the organization that, just because they may have never experienced something, it did not mean that it wasn’t happening to our customers. It would be followed up with me encouraging them to adopt an outside-in perspective and […]
Use Journey Maps To Kick-Start A CX Transformation
This complimentary guide will show you how to leverage customer journey maps to spur investment and interest in CX, as well as boost performance.
Blog
Medallia + Voci: Smart Move
Medallia continues its buying spree — adding to its numerous acquisitions in 2019 and its purchase of video feedback platform LivingLens in February of this year.[i] Acquiring Voci will strengthen Medallia’s overall offering primarily by enabling clients to tap into contact center insights and data. This move will also help Medallia customers overcome one of […]
Blog
Evaluate And Adjust Your VoC Program To Improve CX During COVID-19
Read how to adjust your VoC program to deliver the critical customer feedback you need to serve and retain your customers during the COVID-19 pandemic.
Blog
InMoment To Acquire MaritzCX — A Strong Match For CX Leaders Looking For Technology And Services
This morning, InMoment announced that it will be acquiring fellow Utah-based customer feedback management (CFM) vendor MaritzCX. For InMoment, this acquisition will do more than increase its customer base — it moves the vendor from being classified as a medium-sized voice-of-the-customer (VoC) vendor to a large one sitting along with Cisco Webex XM, Medallia, NICE, […]
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