Featuring:

Colleen Fazio, Senior Analyst

Show Notes:

In this episode of the CX Cast, Forrester Senior Analyst Colleen Fazio shares the findings of her report,  The Forrester Wave™: Customer Feedback Management Solutions, Q4 2024. We talk about the importance of vendor services to help CX leaders leverage increasingly complex platforms, how to think about your organizational readiness, and the promise of GenAI. We discuss: 

  • How does Forrester approach evaluative research? 
  • What are some of the key trends in the CFM market? 
  • What questions should CX leaders be asking when they engage a CFM vendor? 
  • How do we think the category might evolve? 

For more on evaluating CFM platforms, check out Colleen’s blogpost, It’s Not You, It’s Me — And Other Findings From The Forrester Wave™: Customer Feedback Management Solutions, Q4 2024.