Trends Report

CFM Tools Rule The VoC And CX Measurement Technology Stack; GenAI Is In Sight

Insights From Forrester’s State Of 2023 VoC And CX Measurement Practices Survey

March 13th, 2024
Tyler Castro
With contributors:
Rick Parrish , Daniel Portillo , Shayna Neuburg


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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