Competitive brands recognize a need to provide an increasingly superior customer experience, but they sometimes find it difficult to keep up with the rising expectations of modern consumers.
In fact, 67% of companies struggle to drive action with their Voice of the Customer (VoC) programs (see endnote 1). This statistic highlights an opportunity for customer feedback management (CFM) technologies and services to help brands better understand the needs of their customers.
These vendors can help manage the complexity of streamlining and centralizing structured and unstructured feedback and data, and automate key VoC activities to help businesses transform the customer experience at scale.
In this webinar, our guest speaker Faith Adams, an analyst at Forrester Research, discusses:
- How Forrester Research defines the CFM market space
- Eight key questions businesses have when considering the need for CFM technology and services
- Tips to evaluate the maturity of your VoC program and investigate whether CFM can solve common challenges
- Tools, resources, and ways to begin evaluating the vendors in the market, including how to access the newest report: The Forrester Wave™: Customer Feedback Management Platforms, Q4 2018