Summary
Insights from Forrester’s 2025 State Of Feedback Management (VoC) And CX Measurement Practices survey reveal that voice of the customer (VoC) and CX measurement teams are not effective at key tasks — like monitoring the impact of CX projects or aligning the timing of reports with key stakeholders’ decision-making cadences. The lack of maturity in these key areas manifests in the low number of teams that report they are effective at getting stakeholders to act on insights.
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