Trends Report

The State Of VoC And CX Measurement Practices, 2023

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

Summary

Forrester’s 2023 global survey of voice-of-the-customer (VoC) and customer experience (CX) measurement practices revealed that maturity is rising but most CX teams struggle to make the case for CX, rely too much on surveys, don’t effectively enable and encourage the organization to act on insights, and have only started experimenting with generative AI (genAI). This report summarizes key findings on the state of VoC and CX measurement activities, helping CX leaders to benchmark their programs and identify areas of improvement.

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