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According to leading research analysts, new technologies—like voice of the customer platforms—will go from cool to critical as digital, social, and mobile channels open up new opportunities for how businesses attract and interact with customers. In the following pages, we offer a checklist to consider when selecting a VoC or customer management experience platform.

Given every program is different, we asked other customer insights professionals what they looked for in a VoC and customer experience management platform. We compiled the most common responses and the results are in.