Data Overview Report

Stretched Thin: VoC And CX Measurement Teams Struggle For Resources

Insights From Forrester’s 2023 State Of VoC And CX Measurement Practices Survey

March 13th, 2024
Maxie Schmidt, VP, Principal Analyst
Maxie Schmidt VP, Principal Analyst
Colleen Fazio, Senior Analyst
Colleen Fazio Senior Analyst
TC
Tyler Castro
With contributors:
Rick Parrish , Daniel Portillo , Shayna Neuburg

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.

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.