Summary
Forrester’s 2023 State Of VoC And CX Measurement Practices Survey reveals that customer feedback management (CFM) tools are the most popular tools used by customer experience (CX) pros and are most commonly used for email survey deployment and dashboard creation. Two-thirds of CX pros say their programs are not currently leveraging generative AI (genAI) for voice-of-the-customer (VoC) and CX measurement. CX leaders can use this report to learn which tools VoC and CX measurement teams leverage to ensure the success of their program.
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