Best Practice Report

The Top 10 Voice Of The Customer (VoC) Program Questions Answered

The Value Of VoC Programs, VoC Program Best Practices, And Ways That VoC Programs Drive CX Management Maturity

April 29th, 2016
With contributors:
Harley Manning , Dylan Czarnecki , Kara Hartig


The VoC helps improve customer experience (CX) and drive significant business value. To help organizations get the most out of their VoC programs, Forrester answered the most common questions that we hear from CX professionals at all levels of VoC maturity. Our responses cover key topics such as how VoC programs provide value to organizations, who should be involved, how to drive action with programs, what role text analytics can play, what vendors can help, and how to evolve a VoC program over time. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy.

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