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For Customer Experience Professionals

How To Drive Action With Your Voice Of The Customer Program

February 2, 2018

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Why Read This Report

Voice of the customer (VoC) programs are still not taken seriously. This is because they struggle to drive action and prove value. To change this, VoC teams must leverage stakeholders across the entire organization in order to turn insights into action and implement customer experience (CX) improvements. This report will show CX professionals who own VoC programsbest practices for tailoring their approach to engaging stakeholders — and as a result make their VoC programs more effective. 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 That Don't Leverage Stakeholders Effectively Will Fail
  • Tailor Your Approach To Engaging Employees And Driving Action
  • Recommendations

  • Build And Maintain Momentum For Driving Action Across The Company
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