June 22, 2009 3 Comments
Well, it’s been a wild day; the Grand Hyatt was hopping today as we kicked off our Customer Experience Forum.
My opening keynote speech seemed to go over really well. I weaved the story of the customer experience journey together with the story of Dorothy’s journey in the Wizard Of Oz. I actually ended my speech with a rewritten version of the song “Somewhere Over The Rainbow.” I also showcased some data from my new report that went live today called “Customer Experience Boosts Revenue.” I’ll talk more about my speech and that research in future posts.
For now, I want to congratulate the three winners of Forrester’s 2009 Voice Of The Customer (VoC) Award: Experian, Progressive, and Vanguard. We received 40 strong nominations, so these winners did a really great job. They all were adept at the four key elements of a VoC program: Listening, Interpreting, Reacting, and Monitoring and were able to identify significant business results from those efforts. You can download their nomination forms from Forrester’s customer experience blog.
There were so many outstanding nominations, that we named 11 finalists:
- Cardinal Health
- Hyatt Place
- Progressive Insurance
Voice of the customer is a critical component for just about any customer experience effort. And the trends indicate that VoC will become even more important in the future. A lot of the advances in VoC are coming from innovative work from a number of vendors. That’s why one of the questions we asked was: “What technology vendors or service providers are critical to your success?”
Here’s a shout out to the vendors that were mentioned by the 11 finalists:
Bain and Company, Burke Research, CAHPS, Clarabridge, Cognos, Convergys, ECHO, Healthways, iModerate, JD Power, Lotus Notes, M/A/R/C, Medallia, Microsoft, National Committee for Quality Assurance, NICE, Opinion Lab, Oracle, Radiano, RightNow Technologies, Satmetrix, Somentics, TeaLeaf, Vovici, and Webtrends.
The nominations were loaded with great insights, so I’ll be writing a lot more about what we found.
The bottom line: Congratulations to all of the winners, finalists, and the vendors that helped!