Trends Report

How To Drive Action With Your Voice Of The Customer Program

February 2nd, 2018
FA
Faith Adams
With contributors:
Harley Manning , Scott Ross , Shayna Neuburg

Summary

Voice of the customer (VoC) programs are still not taken seriously. This is because they struggle to drive action and prove value. To change this, VoC teams must leverage stakeholders across the entire organization in order to turn insights into action and implement customer experience (CX) improvements. This report will show CX professionals who own VoC programs best practices for tailoring their approach to engaging stakeholders — and as a result make their VoC programs more effective. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

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