Landscape Report

Now Tech: Voice-Of-The-Customer (VoC) Vendors, Q1 2020

Forrester's Overview Of 36 VoC Providers

February 3rd, 2020
With contributors:
Harley Manning , Ben Salamin , Shayna Neuburg

Summary

You can use voice-of-the-customer (VoC) tools to collect and analyze customer feedback, socialize feedback, inform customer experience (CX) improvements, and track the results of these improvements on an ongoing basis. To realize these benefits, CX pros first have to select from a diverse set of vendors that vary by size, functionality, geography, vertical market focus, and expertise. CX professionals should use this report to understand the value they can expect from a VoC provider and to help select one based on size and functionality.

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