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For Customer Experience Professionals

Voice Of The Customer Vendor Landscape, 2014

A Customer Experience Professional's Guide To The VoC Vendor Market

February 25, 2014

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Why Read This Report

Companies use voice of the customer (VoC) programs to collect and analyze customer feedback, inform customer experience improvements, and track the results of those improvements. To manage the complex challenges involved with running VoC programs, companies can turn to a variety of vendors that support some or all components of their VoC program. Forrester surveyed 34 vendors that offer products and services in the VoC space. Based on the vendors' self-reported data, this report describes the ecosystem of VoC vendors and provides an overview of their capabilities.

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Table of Contents

  • VoC Programs Become More Complex Over Time
  • The VoC Vendor Market Is An Ecosystem
  • VoC Vendors Differ In Their Ability To Support Key VoC Tasks

  • VoC Vendors Will Lead With Simplicity In A Further Converging Market
  • Supplemental Material

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