Forrester: Combine VoC and Operational Data to Make CX Everyone’s Job and Generate Improved ROI

While CX and VoC programs offer fantastic potential to spur widespread business improvements, Forrester CX Index data reveals that general CX quality levels have not improved in recent years. But despite this overall trend, some organizations are achieving great results. In this session, featured Forrester Senior Analyst Faith Adams will explain how combining operational trend-based data with VoC insight – integrating digital VoC, speech and text into your analysis – can lead to exceptional ROI, increased leadership buy-in and organization-wide engagement and ownership.

Presented by:

Faith Adams

Senior Analyst

Forrester Research