​Report: Medallia, Qualtrics, MaritzCX and InMoment lead local customer feedback market

Forrester Wave report names best in local customer feedback management vendor ecosystem

The customer feedback management (CFM) market in the Asia-Pacific is growing as more marketers see the technology as vital to transforming customer experience (CX). And according to the latest quarterly The Forrester Wave: Customer Feedback Management Platforms In Asia-Pacific, there are some clear leaders in the CFM space.

Medallia, Qualtrics, MaritzCX and InMoment led the pack, according to Forrester’s Q4, 2018 research, with Confirmit and Verint strong performers. The analyst firm also placed inQuba as a contender, and NICE Satmetrix as a challenger. 

Forrester uses a 40-criterion evaluation of CFM providers, along with a combination of three data sources to assess the strengths and weaknesses of each solution. 

According to the report, growth in the local CFM market is in large part due to CX professionals increasingly trusting vendors to act as strategic partners enabling them to move from reacting to customer problems to avoid problems before they arise.

Scalability, advanced analytics and thought leadership are key differentiators in the vendor landscape, however, Forrester noted CFM vendors operate in a problematic environment characterised by: A lack of coordination and cooperation within client organisations; continued convergence of offerings and target verticals among vendors; and a price-conscious and heterogeneous market.

Against this, feedback management solutions need to be able to handle the variety of languages in which consumers give feedback and in which employees communicate, as well as how multinational organisations complicate and elongate the buying cycle. Forrester also noted Asia-Pacific as a region is price sensitive, adding to vendors’ pressures. Because CFM and voice-of-customer (VoC) programs are still maturing, clients in the region also typically seek more advice and require more handholding than in more mature markets.

Among Medallia's key attributes were an ability to drive customer feedback improvements at scale. Forrester reported clients commended the vendor's platform’s ability to handle complex organisational hierarchies and provide powerful reporting while maintaining speed and stability.

The report also highlights Qualtrics’ pace of innovation and easy-to-use interface, while emphasising MaritzCX's ability to align technology, research services and relationships. InMoment also offered blended strength in strategy, technology, services and people.

Follow CMO on Twitter: @CMOAustralia, take part in the CMO conversation on LinkedIn: CMO ANZ, join us on Facebook: https://www.facebook.com/CMOAustralia, or check us out on Google+:google.com/+CmoAu     

 

Join the newsletter!

Or

Sign up to gain exclusive access to email subscriptions, event invitations, competitions, giveaways, and much more.

Membership is free, and your security and privacy remain protected. View our privacy policy before signing up.

Error: Please check your email address.
Show Comments

Blog Posts

What 15 years of emotional intelligence told us about youth media audiences

Taking people on an emotional journey through content is the most critical part of being a publisher. Which is why emotion lies at the heart of VICE Media.

Stephanie Winkler

Head of insights, VICE Asia-Pacific

Why efficiency and effectiveness are opposing forces in a marketing tug of war

I’ve been a long-time fan of renowned effectiveness experts, Peter Field and Les Binet, and their work. But while their approach is clearly important, the marketing leader’s challenge to deliver effectiveness more often lies in organisational structure. I see the bigger question being whether a marketing chief has a seat at the executive table, and the ear and respect of the CEO and company board.

Nickie Scriven

CEO, Zenith

Augmented Reality: What’s behind the marketing industry’s failure of imagination?

Every flagship smartphone in Australia includes hardware and software purpose-built for AR. A huge audience is ready and waiting. We have an opportunity to craft extraordinary, innovative work. But to get there, we need to push our creative thinking a little harder, writes Gil Fewster.

Gil Fewster

Creative technologist, The Royals

great case study, content has always proved to be an integral part of making a brand, now social media marketing is also one tool that ca...

Govind Dadhich

How a brand facelift and content strategy turned real estate software, Rockend, around

Read more

Why it's important for me to know that? I don't get it, sorry.

James Fogle

7 things you need to know about Facebook's mood experiment

Read more

Info graphic have proven to be very useful to create brand awareness and drive traffic. Thanks for sharing these Information.Graphic Desi...

Govind Dadhich

Image intelligence:10 must-see infographics for marketers

Read more

Best web hosting packages Vancouver WA understands that only technical support and domain associated email address can bring huge leads ...

Radiata Solutions

6 Ways to ramp up Social Media to Your Web Design

Read more

I had the same vision about change from CX terminology to HX. Even with almost the same title: 'Forget customer experience...' https://ww...

Ekaterina Khramkova

Forget customer experience, human experience is marketing's next frontier

Read more

Latest Podcast

More podcasts

Sign in