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

Faith Adams is an analyst at Forrester Research, serving Customer Experience Professionals. Her research focus areas include customer experience measurement and customer-centric culture. Prior to joining the research team, Faith spent nine years working in customer and patient experience. Leveraging the voice of the customer, she helped establish a different approach to building loyalty, increasing customer lifetime value and improving the bottom line while also assisting in the development of a more customer-centric culture.