Summary
Forrester’s 2023 State Of VoC And CX Measurement Practices Survey reveals that most teams can’t tell stakeholders why or how to improve customer experience (CX), set targets in only basic ways, and don’t do what’s needed to drive a customer-centric culture. In good news, many programs close the loop with customers who give feedback, which shows these customers that the organization cares. CX leaders should use this report to compare their readiness for and success in driving CX action with that of CX leaders at other firms.
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