Summary
Despite the fact that over half of CX measurement and voice-of-the-customer (VoC) programs have existed for three years or more, their maturity remains mostly low. What’s more, most teams don’t prove the ROI of their program or tools. Consequently, buy-in is their number one challenge. In 2021, CX leaders should mature their VoC and CX measurement programs by going beyond surveys, adding storytelling and data analytics skills, and proving the ROI for their program. This report helps CX pros learn about the state of VoC and CX measurement programs and find out how their own program stacks up.
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