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
TC
Tyler Castro
With contributors:
Rick Parrish , Daniel Portillo , Shayna Neuburg

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.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.