Trends Report

How To Drive Action With Your Voice Of The Customer Program

February 2nd, 2018
Faith Adams, null
Faith Adams
With contributors:
Harley Manning , Scott Ross , Shayna Neuburg


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 programs best 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.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.