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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Solve Customer Mysteries By Uniting Quant & Qual

What It Means September 2, 2021
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.

Qualtrics’ $1.125B Acquisition Of Clarabridge Upends The Customer Feedback Management Market

Judy Weader July 30, 2021
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.


ACI ASQ Surveys + FeedbackNow = A Quest To Improve Real-Time Customer Experience

Steven Peltzman July 21, 2021
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.

Tech Giants Will Make Texas Power Reliable

Brent Ellis February 25, 2021
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 […]

Announcing The Forrester Wave™: Insights-Driven Business Process Outsourcing, Q4 2020

Leslie Joseph December 2, 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.

Predictions 2021: Customer Insights Practices Continue To Evolve

Gene Leganza October 20, 2020
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.

InMoment Addresses Head On What Continues To Plague CX Programs

Faith Adams September 22, 2020
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 […]

Design Better Chatbots

Here's how to create chatbots that customers will love.


Find Your Firm’s Path To Customer Obsession

What It Means August 27, 2020
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.

What US Health Insurers Can Learn From The CX Leader In The Category

Faith Adams August 11, 2020
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.

SAP To Spin Off Qualtrics — What Should CX Technology Buyers Expect?

Faith Adams July 28, 2020
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. […]

The Customer Feedback Frenzy Continues As Microsoft And Salesforce Up Their Game

Faith Adams July 22, 2020
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.

Executives Really Must Walk In Their Customers’ Shoes

Faith Adams July 15, 2020
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 […]

Predictions 2022 For CX Leaders

Make CX a business hero in 2022. Discover five factors that pave the way to success this year.


Medallia + Voci: Smart Move

Faith Adams April 22, 2020
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 […]

Evaluate And Adjust Your VoC Program To Improve CX During COVID-19

Faith Adams March 20, 2020
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.

InMoment To Acquire MaritzCX — A Strong Match For CX Leaders Looking For Technology And Services

Faith Adams February 26, 2020
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, […]

Beware Of The Confusion: VoC Solutions Deliver More Horsepower Than What CRM Can Do

Faith Adams February 25, 2020
Learn how the various solutions in the CX world can and should work together.

What’s Important Today In A Customer Feedback Management Vendor

Faith Adams February 12, 2020
Navigating the customer feedback technology and services market is challenging for buyers. Find out what differentiates the vendors with this research.

Predictions 2022 Live

Chart a bold path to success in 2022. Hear our predictions for the year ahead.


Answers To Common CX Questions

Harley Manning February 3, 2020
A round-up of answers to CX questions asked by audience members during the Predictions 2020 webinar.

The Customer In 2020 Searches For Meaning

What It Means December 12, 2019
Join us on a journey to the center of the customer’s hollow universe. Forrester Senior Analyst Anjali Lai and VP and Principal Analyst James McQuivey explore why customers will yearn for brands to provide something more meaningful than the rapid escalation of self-centered benefits.

How To Leverage CX As A Strategic Differentiator In Healthcare

Arielle Trzcinski April 25, 2019
Use these sample questions to assess where your healthcare organization stands on the journey toward customer obsession.
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