Landscape Report

Now Tech: Voice-Of-The-Customer (VoC) Vendors, Q1 2021

Forrester's Overview Of 39 VoC Providers

February 19th, 2021
Faith Adams, null
Faith Adams
With contributors:
Harley Manning , Ben Salamin , Shayna Neuburg

Summary

You can use voice-of-the-customer (VoC) tools to collect and analyze customer feedback and data, socialize the information, inform customer experience (CX) improvements, and track the results of these improvements on an ongoing basis. But to realize these benefits, you'll first have to select from a diverse set of vendors that vary by size, functionality, geography, and vertical market focus and expertise. CX professionals should use this report to understand the value they can expect from a VoC provider and to select one based on size and functionality.

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