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Posted by Andrew McInnes on January 5, 2012
Last year was an exciting one for the voice of the customer (VoC) world. We saw significant advancements in a number of key areas, including process, culture, and technology. Ultimately, these moves led to better experiences for customers and better financials for companies.
To continue this momentum in the year ahead, VoC practitioners and their vendor partners need to pursue three things:
These are imperatives, not predictions, but here’s to making them a reality in 2012. As always, I welcome your comments.