Summary
Forrester’s 2025 State Of Feedback Management (VoC) And CX Measurement Practices Survey reveals that business intelligence platforms and customer feedback management solutions are the most popular feedback and CX measurement tools. Even though high-maturity programs use more tools than low-maturity programs, CX professionals must avoid duplicating capabilities in their tech stack. Our data on the use of generative AI for feedback management and CX measurement shows that CX teams are yet to fully realize value-add use cases.
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