Summary
Most organizations still don't get full value from their voice of the customer (VoC) programs. To find out why, we dug into the responses to Forrester's Q1 2011 Global Customer Experience Peer Research Panel Survey. The sobering statistics show that most VoC programs lack the core capabilities needed to deliver value on a large scale. But the stats aren't all bad. The customer experience professionals on our panel also plan to close some of their common capability gaps during the next 12 months.
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