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 am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (, a non-profit organization dedicated to the success of CX professionals.

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