New “Voice Of The Customer” Award

In recent research, I described how voice of the customer programs are going through major changes. Given these dramatic shifts, we decided to create an award that recognizes organizations for doing innovative work in this critical area of customer experience.

That’s why we’ve created a brand new award called Forrester’s Voice Of The Customer (VoC) award. We’re collecting nominations through Friday, May 22nd and award winners will be announced at Forrester’s Customer Experience Forum in New York on June 22nd.

We’ll grade the submissions based on the following four criteria:

  1. Business value to the organization
  2. Positive impact on customer experience
  3. Innovative approach
  4. Potential for other organizations to repeat the practice.

For more information about the award, including how to apply, go to:

The bottom line: Tell us about your VoC efforts; there’s nothing to lose.

Written by 

I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about leading-edge XM topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

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