Colleen Fazio, Senior Analyst

Show Notes:

Organizations rely on voice-of-the-customer (VoC) measurement teams to collect and share insights and metrics that drive employee and partner actions. Unfortunately, VoC programs tend to be neglected or misunderstood within organizations. Senior Analyst Colleen Fazio, who helps Forrester customers build VoC and customer experience (CX) measurement programs, joins the CX Cast to discuss challenges and opportunities facing VoC programs and how they should evolve.

We discuss:

  • Why do VoC programs need to change?
  • How can VoC programs retain relevance in sprawling organizations?
  • What does a brief outline of the “new” VoC model look like?
  • What should teams do when trying to implement VoC programs?

Listen to the full episode to hear more about the future of VoC.