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.

Discover how Forrester supports customer experience professionals.

Insights

Blog

To Spark Innovation, Make The D In DEI About Disability, Too

David Hoffman 5 days ago
People with disabilities are innately resourceful and can serve as the cornerstone of innovation at financial institutions. Learn four ways many firms miss out on this opportunity for innovation and inclusivity.
Blog

Many Surveys, Small Impact: Forrester’s 2023 State Of VoC And CX Measurement Practices Survey

Colleen Fazio 6 days ago
Forrester’s 2023 State Of VoC And CX Measurement Practices Survey results are in. They reveal some continued trends — and some interesting shifts.

Bolster Buy-In For Your CX Priorities With A Simple Yet Powerful Tool

Join us for a LIVE webinar to learn how to use Forrester’s CX Business Case On A Page template to create a winning business case for your CX initiatives.

Blog

2023 Canada Net Promoter Score℠ (NPS) Rankings: Industries Lose Gains Made In 2022

Pete Jacques January 17, 2024
Forrester just published The Canada Net Promoter Rankings, 2023 report, which includes the Net Promoter Score℠ (NPS) and industry rank for 100 brands across nine industries. We asked over 39,000 Canadian consumers in our annual Customer Experience Benchmark Survey about their likelihood to recommend brands that they interacted with in the past 12 months, using the standard NPS […]
Blog

How To Capitalize On Conversational Search

Nikhil Lai January 2, 2024
As generative AI becomes more deeply integrated into search engine results pages (SERPs), conversational search will grow. Learn what the change means for marketers.
Blog

Net Promoter Score℠ (NPS) US Benchmarks, 2023: Fewer Brands Show Improvement

Pete Jacques December 29, 2023
New analyses from Forrester’s 2023 Customer Experience Benchmark Study reveals that subdued customer advocacy continued in 2023, as fewer brands have significant improvements and more brands have significant drops in Net Promoter Score℠ (NPS) compared to 2022.
Blog

What Do Tadpoles And VoC Programs Have In Common?

Colleen Fazio September 19, 2023
I spend my days talking to clients about how to collect and use customer feedback to improve CX and drive business results. At night, I’m working toward my informal PhD in biology — courtesy of my two young sons who love to share their encyclopedic knowledge about bugs, insects, snakes, and all things creepy crawly. […]
Blog

The 2023 CICS Forrester Wave™ Is Live, And Competition Is Fierce

Christina McAllister August 16, 2023
Our first-time evaluation of this dynamic market, The Forrester Wave™: Conversation Intelligence For Customer Service, Q3 2023, is now live! We looked at the top 11 vendors in this market today and evaluated them across 32 criteria. Forrester defines conversation intelligence for customer service (CICS) as: Software solutions that analyze speech and text conversations between […]
Webinar

Planning Guides 2024: Customer Experience

Explore 2024 insights for investing in CX strategy to drive action, value, and revenue.
Blog

Are You Prepared to Include CX Metrics In Earnings Calls?

Pete Jacques July 25, 2023
If you're considering sharing your CX performance during an earnings calls, here's how to do it right.
Blog

The Economic Apocalypse Won’t Stop The Demand For Security Skills

Madelein van der Hout May 16, 2023
European CISOs are facing headwinds in geopolitics and workforce retention. Making wise decisions is crucial in such turbulent times, which puts additional pressures on security pros. In our analysis of Forrester’s Security Survey results, we found that:  While tech layoffs dominate the headlines, cybersecurity hiring remains strong. In 2022, Twitter, Meta, and Amazon were at […]
Blog

The Right Way To Set CX Metrics Goals

Rich Saunders May 2, 2023
CX pros need help effectively setting goals for the CX metrics that they produce. New Forrester research helps them implement a quantitative approach and avoid common pitfalls in the process.
Blog

Supercharge Customer-Needs Discovery To Drive Customer-Obsessed Growth

Sam Somashekar April 28, 2023
Now more than ever, product managers must deeply understand their customers. With digital transformation efforts rampant, competitors coming online faster, and customer experience expectations rising, the standard practice of customer-needs discovery can’t keep up with this fast pace of change. In addition, customer demands are evolving rapidly — if you blink, you may miss them […]

Get The Latest In Customer Experience

Each week, the CX Cast brings you the latest news and cutting-edge tactics making waves in customer experience.

Blog

Inside NOAA’s Accelerated CX Transformation

Alex Stein April 13, 2023
NOAA achieved a CX transformation in two years that usually takes five. Learn how partnering with Forrester accelerated NOAA’s successful CX transformation.
Blog

How The NOAA-Forrester Partnership Led To Success With Federal CX — Interview With Tony Wilhelm

Alex Stein April 13, 2023
In this interview with the NOAA’s Tony Wilhelm, discover how a partnership with Forrester allowed NOAA to fast-track a CX transformation to better serve vulnerable communities.
Blog

Low Measurement Maturity Remains A Challenge For CX Leaders

Maxie Schmidt April 11, 2023
How effective are customer experience (CX) measurement programs? To answer this question, we fielded our 2022 State Of VoC And CX Measurement Practices Survey among CX professionals responsible for measurement or voice of the customer (VoC) at their organization. You will find the detailed results in our report, The State Of CX Measurement Practices, 2022 […]
Blog

New Forrester Wave™ Evaluation Examines Customer Feedback Management Technology

Colleen Fazio March 20, 2023
Sixty-nine percent of global voice-of-the-customer (VoC) and customer experience (CX) measurement leaders use a customer feedback management (CFM) tool, according to Forrester’s 2022 global study of these leaders. That’s about the same number as the 70% who told us that their organization believes that the VoC/CX program is vital to its continued success. And yet […]
Blog

CX Leaders, Prove Us Wrong: Defy 2023’s Troubling Trends

Judy Weader February 27, 2023
We were thrilled with the response to our 2023 CX Predictions webinar. Here, we answer audience questions on common CX topics.
Blog

Good News/Bad News About VoC And CX Measurement Practices

Colleen Fazio December 6, 2022
“Help us help you.” This was the call to action we put out in July and August of 2022 to voice-of-the-customer (VoC) and customer experience (CX) measurement leaders around the world. We asked CX professionals responsible for VoC and CX measurement activities to tell us about their teams’ scope and structure, practices, and challenges. In […]
Blog

Meet The Analyst Covering Design Workflow: Sheila Mahoutchian

Sheila Mahoutchian September 26, 2022
What Topics Will You Be Covering At Forrester? I’m excited to dive deep into coverage areas revolving around design workflows, tools, and services for the customer experience (CX) function. Some buckets I hope to explore in this realm include: Design thinking in practice and how to make it accessible, specifically for collaboration teams that work […]
Blog

Banks Must Stop Acting Ad Hoc If They Want To Earn And Keep Customers’ Trust

Tom Mouhsian July 1, 2022
As custodians and lenders of money, banks cannot exist without their customers’ trust. But why do so few banks around the world actually track and measure it? We’ve examined how banks themselves look at trust and, even more importantly, what they actually do about it.
More posts