voice of the customer (VOC)

Done well, voice of the customer (VOC) programs enable organizations to better meet their customers’ needs and deliver more rewarding experiences. Yet, too often, companies falter in the effort. Read Forrester’s insights on driving action and deriving value through VOC programs.

Insights

Blog

SAP To Spin Off Qualtrics — What Should CX Technology Buyers Expect?

Faith Adams July 28, 2020
SAP just announced its intent to spin off Qualtrics — the $8 billion dollar purchase it made less than two years ago. This move goes against much of what was said when the acquisition took place, when it was stated that the two companies were bringing together two powerful systems, one operational and one experiential. […]
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Blog

The Customer Feedback Frenzy Continues As Microsoft And Salesforce Up Their Game

Faith Adams July 22, 2020
New offerings from both companies let organizations collect survey feedback easily and cost-effectively. While this is timely, as many companies are trying to reduce spend, voice-of-the-customer programs need to go further.
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Blog

Executives Really Must Walk In Their Customers’ Shoes

Faith Adams July 15, 2020
Back when I was a customer experience (CX) practitioner, I regularly found myself reminding stakeholders up and down the organization that, just because they may have never experienced something, it did not mean that it wasn’t happening to our customers. It would be followed up with me encouraging them to adopt an outside-in perspective and […]
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Blog

Medallia + Voci: Smart Move

Faith Adams April 22, 2020
Medallia continues its buying spree — adding to its numerous acquisitions in 2019 and its purchase of video feedback platform LivingLens in February of this year.[i] Acquiring Voci will strengthen Medallia’s overall offering primarily by enabling clients to tap into contact center insights and data. This move will also help Medallia customers overcome one of […]
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Blog

Evaluate And Adjust Your VoC Program To Improve CX During COVID-19

Faith Adams March 20, 2020
Read how to adjust your VoC program to deliver the critical customer feedback you need to serve and retain your customers during the COVID-19 pandemic.
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Blog

InMoment To Acquire MaritzCX — A Strong Match For CX Leaders Looking For Technology And Services

Faith Adams February 26, 2020
This morning, InMoment announced that it will be acquiring fellow Utah-based customer feedback management (CFM) vendor MaritzCX. For InMoment, this acquisition will do more than increase its customer base — it moves the vendor from being classified as a medium-sized voice-of-the-customer (VoC) vendor to a large one sitting along with Cisco Webex XM, Medallia, NICE, […]
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Blog

Beware Of The Confusion: VoC Solutions Deliver More Horsepower Than What CRM Can Do

Faith Adams February 25, 2020
Learn how the various solutions in the CX world can and should work together.
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The Future of CX

The spotlight will shine on CX as brands wrestle with disruption. Is your firm ready?

Blog

What’s Important Today In A Customer Feedback Management Vendor

Faith Adams February 12, 2020
Navigating the customer feedback technology and services market is challenging for buyers. Find out what differentiates the vendors with this research.
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Blog

Answers To Common CX Questions

Harley Manning February 3, 2020
A round-up of answers to CX questions asked by audience members during the Predictions 2020 webinar.
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Podcast

The Customer In 2020 Searches For Meaning

What It Means December 12, 2019
Join us on a journey to the center of the customer’s hollow universe. Forrester Senior Analyst Anjali Lai and VP and Principal Analyst James McQuivey explore why customers will yearn for brands to provide something more meaningful than the rapid escalation of self-centered benefits.
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Blog

How To Leverage CX As A Strategic Differentiator In Healthcare

Arielle Trzcinski April 25, 2019
Use these sample questions to assess where your healthcare organization stands on the journey toward customer obsession.
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Blog

Gillette’s Close Shave: Its Latest Ad Is A Masterful Emotional Play Let Down By Its Execution

Anjali Lai January 17, 2019
Brands are jumping into the messy arena of polarizing issues with greater fervor — and Gillette just raised the stakes. After 30 years of sitting on the sidelines, Gillette is passing its razor like a baton, with an overture that overtly calls masculinity into question. Within 72 hours of launch, Gillette’s “We Believe” TV spot skyrocketed […]
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Blog

Banking CX Is Stagnating

Alyson Clarke June 19, 2018
Customer experience leaders grow revenue faster than CX laggards, drive higher brand preference, and can charge more for their products. Based on a survey of more than 110,000 US adult customers in 2018, Forrester’s Customer Experience Index (CX Index™) methodology measures how well a brand’s customer experience strengthens the loyalty of its customers so that […]
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Blog

Use Text Analytics Technologies To Handle Mountains Of Unstructured Data

Boris Evelson June 14, 2018
Enterprises are sitting on mountains of unstructured data — 61% have more than 100 terabytes, and 12% have more than five petabytes! Luckily, there are mature technologies out there that can help. First, enterprise information architects should consider general-purpose text analytics platforms. These are capable of handling most, if not all, text analytics use cases, both […]
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Blog

Google’s Interpretation Of GDPR Puts Publishers In An Untenable Position: Forrester Recommends Rebellion

Susan Bidel May 24, 2018
The GDPR (or General Data Protection Regulation), Europe’s new data privacy regulation, applies to all organizations — including publishers — doing business with residents of the EU and takes effect on May 25. To learn more about the regulation, please have a look at this post or listen to our May 2017 podcast, “Countdown To […]
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Blog

What Brought Me Back To Forrester: Our Market-Leading Engagement Around Emerging Technologies

James Staten April 30, 2018
It is such a pleasure to be back at Forrester, especially now when our firm is actively embracing and helping you, our customers, leverage new technologies to innovate and differentiate your business. After three years leading technology strategy and market development for Microsoft Azure and Equinix, what brought me back were three things: The value […]
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Blog

The Recent NPS Debate – What You Should Really Know

Maxie Schmidt January 19, 2018
Many clients have asked me about my thoughts on the recent blog post by Jared Spool who says Net Promoter Score (NPS*) is a harmful metric. I then usually mention that he is making good points but that there is another post by Aga Szóstek who says the believe in a silver bullet is the truly […]
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Blog

What Chief Customer Officers Talk About Over Dinner

Harley Manning December 11, 2017
For a CX transformation effort to go beyond the small and tactical, organizations need an executive in charge of leading the effort. Although these senior leaders go by various titles, the most common is still Chief Customer Officer (CCO). That’s why I was immediately interested when Dell’s CCO Karen Quintos, and her Dell Technologies colleague […]
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Blog

Design A Customer Feedback Strategy That Doesn’t Annoy Customers

Kara Hoisington April 19, 2016
Asking customers for feedback is one of the most direct ways to understand their experiences and needs across touchpoints. However, we’ve all experienced an organization’s attempt to execute this . . . usually poorly. Surveys are too long. Callbacks are interruptive. What are they going to do with my feedback anyway? Combatting these types of […]
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