Data Overview 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

Tyler Castro
 and  three contributors
Mar 13, 2024

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.

Log in to continue reading
Client log in
Welcome back. Log in to your account to continue reading this research.
Become a client
Become a client today for these benefits:
  • Stay ahead of changing market and customer dynamics with the latest insights.
  • Partner with expert analysts to make progress on your top initiatives.
  • Get answers from trusted research using Izola, Forrester's genAI tool.
Purchase this report
This report is available for individual purchase ($1495).