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For Customer Experience Professionals

WEBINAR: Voice Of The Customer (VoC) Research Update

Where To Get Help With VoC And How To Unlock The Potential Of Text Analytics

February 18, 2014


In this webinar, Forrester analysts Jonathan Browne and Maxie Schmidt-Subramanian discuss their latest research on voice of the customer (VoC) programs. Maxie Schmidt-Subramanian describes the complex landscape of vendors that offer VoC solutions and services. Jonathan Browne outlines best practices for getting value from unstructured text and the pitfalls to avoid when using text analytics.


  • What's In A VoC Program? Why Do Firms Need Help?
  • How Does Forrester See The VoC Vendor Landscape?
  • How Do Firms Get Value From Text Analytics In VoC Programs?
  • What Are The Pitfalls To Avoid?
  • Recommendations And Discussions

Key takeaways:

  • Learn how vendors that support VoC programs break out.
  • Discover the capabilities of the vendors.
  • Understand how text analytics provides value to VoC programs.
  • Know the pitfalls to avoid when introducing text analytics.

Vendors mentioned: 247, Allegiance, Ascribe, Attensity, Beyond the Arc, CFI Group, Clarabridge, Confirmit, Etuma, Feedback Ferret, ForeSee, Google, IBM, IntelliResponse, iPerceptions, Leger Metrics, Maritz Research, Medallia, Mindshare Technologies, Nice Systems, OpinionLab, PeriscopeIQ, Qualtrics, Questback, Rapide, ResponseTek, Networks Corp, SandSIV, Satisfyd, Satmetrix Systems, SDL, Service Management Group, SynGro, Synthesio, Verint Systems, Vibe-It, Visible Technologies, Vision Critical, and Walker.

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