Best Practice Report

How To Transition Your Voice-Of-The-Customer Vendor

Take Control Of Your VoC Program To Drive Change And Action

June 20th, 2019
With contributors:
Ben Salamin , Shayna Neuburg

Summary

Customer experience (CX) pros often feel trapped by their voice-of-the-customer (VoC) vendor — even when the vendor falls short on meeting basic expectations. That's because the complexity associated with switching vendors makes CX pros struggle to accept that a change is essential to achieving their CX transformation goals. To help CX pros be more confident in identifying technology and services partners that can meet their ever-changing needs, this report offers guidance on when a change is necessary and how to transition.

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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.