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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Blog
What Do Tadpoles And VoC Programs Have In Common?
I spend my days talking to clients about how to collect and use customer feedback to improve CX and drive business results. At night, I’m working toward my informal PhD in biology — courtesy of my two young sons who love to share their encyclopedic knowledge about bugs, insects, snakes, and all things creepy crawly. […]
Blog
The 2023 CICS Forrester Wave™ Is Live, And Competition Is Fierce
Our first-time evaluation of this dynamic market, The Forrester Wave™: Conversation Intelligence For Customer Service, Q3 2023, is now live! We looked at the top 11 vendors in this market today and evaluated them across 32 criteria. Forrester defines conversation intelligence for customer service (CICS) as: Software solutions that analyze speech and text conversations between […]
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Planning Guides 2024: Customer Experience
Explore 2024 insights for investing in CX strategy to drive action, value, and revenue.
Blog
Are You Prepared to Include CX Metrics In Earnings Calls?
If you're considering sharing your CX performance during an earnings calls, here's how to do it right.
Blog
The Economic Apocalypse Won’t Stop The Demand For Security Skills
European CISOs are facing headwinds in geopolitics and workforce retention. Making wise decisions is crucial in such turbulent times, which puts additional pressures on security pros. In our analysis of Forrester’s Security Survey results, we found that: While tech layoffs dominate the headlines, cybersecurity hiring remains strong. In 2022, Twitter, Meta, and Amazon were at […]
Blog
The Right Way To Set CX Metrics Goals
CX pros need help effectively setting goals for the CX metrics that they produce. New Forrester research helps them implement a quantitative approach and avoid common pitfalls in the process.
Blog
Supercharge Customer-Needs Discovery To Drive Customer-Obsessed Growth
Now more than ever, product managers must deeply understand their customers. With digital transformation efforts rampant, competitors coming online faster, and customer experience expectations rising, the standard practice of customer-needs discovery can’t keep up with this fast pace of change. In addition, customer demands are evolving rapidly — if you blink, you may miss them […]
Where Are CX Leaders Targeting Their 2024 Spend?
Download our 2024 Planning Guide for Customer Experience Leaders to see where AI investments deliver the greatest gains — and three redundant priorities to pull back on.
Blog
Inside NOAA’s Accelerated CX Transformation
NOAA achieved a CX transformation in two years that usually takes five. Learn how partnering with Forrester accelerated NOAA’s successful CX transformation.
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How The NOAA-Forrester Partnership Led To Success With Federal CX — Interview With Tony Wilhelm
In this interview with the NOAA’s Tony Wilhelm, discover how a partnership with Forrester allowed NOAA to fast-track a CX transformation to better serve vulnerable communities.
Blog
Low Measurement Maturity Remains A Challenge For CX Leaders
How effective are customer experience (CX) measurement programs? To answer this question, we fielded our 2022 State Of VoC And CX Measurement Practices Survey among CX professionals responsible for measurement or voice of the customer (VoC) at their organization. You will find the detailed results in our report, The State Of CX Measurement Practices, 2022 […]
Blog
New Forrester Wave™ Evaluation Examines Customer Feedback Management Technology
Sixty-nine percent of global voice-of-the-customer (VoC) and customer experience (CX) measurement leaders use a customer feedback management (CFM) tool, according to Forrester’s 2022 global study of these leaders. That’s about the same number as the 70% who told us that their organization believes that the VoC/CX program is vital to its continued success. And yet […]
Blog
CX Leaders, Prove Us Wrong: Defy 2023’s Troubling Trends
We were thrilled with the response to our 2023 CX Predictions webinar. Here, we answer audience questions on common CX topics.
Steer Your CX Budget With Our 2024 Benchmark Data
Explore 2024 insights for investing in CX strategy to drive action, value, and revenue.
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 […]
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 […]
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.
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