Colleen serves customer experience (CX) leaders. She focuses on helping customers build voice-of-the-customer (VoC) and CX measurement programs. Her research and analysis on customer feedback management (CFM) and related technology has been cited in The Wall Street Journal, Destination CRM, and 360 Magazine.
CX pros measure CX mostly at the relationship and touchpoint levels and less at the journey level. Top executives use NPS to measure CX success.
In our evaluation of customer feedback management providers, we researched, analyzed, and scored the most significant ones.
Customer service and IT leaders should read this report to shape their firm’s investment approach to these technologies.
This report discusses potential use cases for AI in customer feedback management and provides guidance on how to navigate the genAI hype.
Discover the CX performance of 16 US federal government agencies and the drivers and emotions that impact loyalty the most.
CX leaders can use this report to understand the value they can expect from a CFM solution and to explore potential partners.
What research can you expect from Forrester in the next 12 months? Updated biweekly, our publishing plan will keep you current with market and technology trends. Use the link below to download a list of our upcoming research.