Trends Report

VoC And CX Measurement Teams Struggle To Lead Change

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

March 13th, 2024
Tyler Castro
With contributors:
Rick Parrish , Daniel Portillo , Shayna Neuburg


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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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.