Summary
Voice-of-the-customer (VoC) programs need to evolve. Those that do so effectively will evolve away from siloed programs on the margins of organizational strategy to become organizationwide feedback management practices. VoC teams that fail to adopt new ways of working face irrelevance and threaten customer obsession. Organizations that do not understand their customers cannot effectively put the customer at the center of their leadership, strategy, and operations.
Log in to continue reading
Client log in
Welcome back. Log in to your account to continue reading this research.
Become a client
Become a client today for these benefits:
- Stay ahead of changing market and customer dynamics with the latest insights.
- Partner with expert analysts to make progress on your top initiatives.
- Get answers from trusted research using Izola, Forrester's genAI tool.
Purchase this report
This report is available for individual purchase ($1495).