Announcing Forrester's 2012 Voice Of The Customer Award Winners

We just announced the winners of Forrester’s 2012 Voice Of The Customer Awards (VoC) at our Customer Experience Forum this afternoon. We received roughly 40 nominations, and yet again, we were incredibly impressed with the breadth and depth of the submissions. We broadened our scope, too: For the first time, we accepted nominations from around the world.

To evaluate the submissions, each of our three judges graded each nomination based on five criteria: clarity of approach, impact on customers’ experiences, impact on business performance, degree of innovation, and lessons provided for other firms. The nominees with the 10 best scores were named finalists. The top three scorers were named winners.

And here are the results . . .

The 10 finalists (in alphabetical order) are:

  • American Cancer Society
  • American Family Insurance
  • Barclaycard US
  • Cisco Systems
  • ExactTarget
  • InterContinental Hotels Group
  • JetBlue Airways
  • OpenText
  • UnitedHealthcare Medicare and Retirement
  • The Vanguard Group
Read more

Countdown: T Minus Two Weeks Until The VoC Award Winners Announcement!

Where will you be at 5:20 p.m. on Tuesday, June 26th? I know where I’ll be: announcing the winners of Forrester’s annual Voice Of The Customer Awards at Forrester’s Customer Experience Forum in NYC!

We’ve read through the incredible submissions, graded them, picked our finalists, and picked our winners. And I’ve been busy for the past few weeks organizing everything for the big announcement on June 26th and the Forum track session panel featuring the three winners that’s happening on Wednesday, June 27th, at 1:20 p.m.

Yes, you heard right. This year I’m not just announcing the winners on Day 1; I’m also moderating a track session where you can hear more about the winning programs. First, the companies’ representatives are going to describe the types of improvements they’ve made and the business results associated with those improvements, and then I’m going to open up the floor to Q&A. This is your chance to ask the burning questions about what makes these programs so successful.

So, sign up for the event, and stay tuned on my blog for the big announcement in two weeks!