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For Customer Experience Professionals

How To Build Your Voice-Of-The-Customer Program

December 3, 2019

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Why Read This Report

Voice-of-the-customer (VoC) programs require structure and follow-through to be effective at driving customer experience (CX) improvements. CX pros need to know how good their programs are, how they compare with others, and how to build their programs over time. This report maps out three levels of maturity for VoC programs and provides a path for companies to identify their own strengths and weaknesses and what to do next. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

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Table of Contents

  • VoC Programs Drive CX Improvements
  • Recommendations

  • Build Your VoC Program To Support Taking Action
  • Supplemental Material
  • Related Research Documents

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