Now Tech Report

Now Tech: Voice-Of-The-Customer (VoC) Vendors, Q1 2021

Forrester's Overview Of 39 VoC Providers

February 19th, 2021
With contributors:
Harley Manning , Ben Salamin , Shayna Neuburg

Summary

You can use voice-of-the-customer (VoC) tools to collect and analyze customer feedback and data, socialize the information, inform customer experience (CX) improvements, and track the results of these improvements on an ongoing basis. But to realize these benefits, you'll first have to select from a diverse set of vendors that vary by size, functionality, geography, and vertical market focus and expertise. CX professionals should use this report to understand the value they can expect from a VoC provider and to select one based on size and functionality.

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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.

With
Harley Manning
Ben Salamin
and Shayna Neuburg