While the majority of business leaders expect to compete on the basis of customer experience (CX), just 6% of companies say their Voice of Customer (VOC) program is extremely effective at driving action, according to new data from Forrester.
The statistic, and many other useful insights, are available in Forrester’s latest report, “How to Build Your Voice of Customer Program.” The new report by Faith Adams outlines three stages of VOC program maturity, and provides useful guidelines for what is necessary for program success, such as scaling across the organization, gaining executive support, and leveraging role-based reporting. We’re pleased that Forrester features ForeSee CX Suite, as well as its executive dashboard, as an example of an effective VOC solution.
Although many companies are devoting significant resources to measuring the voice of their customers, it is not surprising that so few say they are getting actionable insights that deliver real business results. From our perspective, the missing piece is a proven and predictive methodology connecting customers’ attitudes with future behaviors that have tangible business impact.
Click here to learn more about ForeSee CX Suite and how we can help you build a VOC program that drives action and business results.