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 an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (, and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile:

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