Q: This is Forrester’s first update of the Wave since 2011. How do you think the customer feedback management (CFM) market has changed since then?
Borge: Since Forrester’s last Wave in 2011, we have seen dramatically increased interest from the C-suite. Not only is customer experience excellence the way to sustained differentiation, but executives recognize that in order to create a customer centric culture, they need to personally engage with customer feedback. If you had asked me....