Summary
Forrester’s 2023 State Of VoC And CX Measurement Practices Survey revealed that the teams in charge of these activities are small and often tasked with covering the entire organization. They are most often centralized or centrally coordinated and typically sit within customer experience (CX) teams. The most common skills of employees on these teams are survey design and data analytics. CX leaders can use this report to compare their voice-of-the-customer (VoC) and CX measurement activities’ size, scope, governance, and skills with those at other organizations.
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