Services are Critical for Companies Considering a VOC Technology Vendor Transition
BOZEMAN, Mont., July 10, 2019 /PRNewswire/ — commonFont (www.commonfont.com), a leading provider of Experience Management (XM) program and technology services, announced that it has been recognized in a recent report by independent research firm Forrester. The report, “How To Transition Your Voice-Of-The-Customer Vendor,” advises Customer Experience (CX) professionals who are evaluating their technology vendor to consider the criticality of services in achieving program success.
According to the report, CX professionals seeking program success should consider two discrete buying decisions — technology and services. Forrester advises that “CX technology and services partners are both critical for success” and warns that “Too many vendors don’t acknowledge, or else discount, the criticality of professional services, an area in which we continue to see an increasing demand.” In fact, “Technology alone does not transform CX,” and “successful VoC programs balance technology and services.” Forrester also notes that “services providers like commonFont…have helped customers make the most of the technologies that are already in place – with far less disruption than changing the tech vendor.” In some cases, CX professionals may discover that “reimplementing” the currently installed platform to upgrade the existing solution and align it with program objectives is the most effective way to achieve technology goals.
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