Report: Forrester's first voice of customer wave highlights Usabilla, Pulse Insights, and ForeSee

Analyst firm produces its first voice of customer platform technology report identifying the key players in the growing customer management space

Usabilla, Pulse Insights and ForeSee have been named strong performers in the first Forrester Wave: Digital Voice-Of-The Customer Specialist Platforms, Q2 2019.

The report, an evaluation of digital voice-of-customer (VoC) specialists, also named iPerceptions and OpinionLab as contenders.

The report recognises digital VoC vendors providing technology to customer experience, design and user experience professionals to help solicit feedback from key customers across digital channels. The analyst firm defines VOC platforms as those helping to collect solicited and unsolicited feedback, analyse structured and unstructured feedback, distribute insights to key stakeholders across the organisation, close the loop with customers, act on the insights, and monitor progress continuously.

Forrester said key to the order of its list of vendors was offering extensive feedback collection methods, ease of integration, and high-quality professional services.

Usabilla was named a strong performer as it melds strong client relationships and easy-to-use technology, and demonstrates a strong commitment to customer success. Pulse Insights was also described as a strong contender and brings practitioner expertise that is invaluable to its customers. It is incredibly strong from both a technology and services perspective, the report said.

ForeSee, a Verint company, continues its VOC evolution by adding features and flexibility, earning itself a place on the Forrester wave as a strong contender. Forrester noted ForeSee’s roots and ongoing commitment to digital has helped it build a loyal following, and it offers customers a hybrid solution with the opportunity to self-serve or engage in a number of managed service options.

Verint’s OpinionLab was also named a contender, as well as the vendor's enterprise-wide view of the voice of the customer, Verint Unified VoC. The latter platform aims to provide a complete view of direct, indirect and inferred VoC from across key customer engagement channels with an automated analytics engine to deliver actionable insights.

Verint general manager of Voice of the Customer Solutions, Ben Smith, said the vendor was proud to have two solutions recognised in the list. Usabilla CEO, Marc van Agteren, meanwhile, believed Forrester naming the vendor a strong performer validates its work to create an easy to implement, agile, and evolving solution.

“Cited as a Strong Performer in the Q2 2019 Wave, we are confident our strategy leads us on the path to becoming an industry leader,” he said. 

Forrester evaluated vendors against 26 criteria,  grouped into three high-level categories: Current offering; strategy; and market presence. Providers included in the Forrester Wave were screened to ensure they support each of the key VoC activities including listening, interpreting, acting, and monitoring customer feedback across digital channels, as well as integrated with other tools required to measure digital customer experience.

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

Does your brand need a personality review?

There are five tell-tale signs your brand needs to take a long hard look at itself.

Charlie Rose

Senior Strategy Consultant, Principals

How to create profitable pricing

How do we price goods and services? As business leaders, we have asked ourselves this question since the history of trading.

Lee Naylor

Managing partner, The Leading Edge

Sport and sponsorship: The value of event sponsorship

Australia’s cricketers captured the nation’s attention during their recent run to the semi-final of the ICC Men’s World Cup. While the tournament ultimately ended in defeat, for over a month it provoked a sense of belonging, hope and empowerment for millions of people across Australia. Cricket, and sport in general, has a near-unique ability to empower individuals, irrelevant of their background, demographic or nationality.

Nikhil Arora

Vice-president and managing director, GoDaddy India

I didn't know about that. Thanks!

Jamison Herrmann

Twitter 'recap' helps you catch up with missed tweets

Read more

😂😂😂😂😂😂😂😂

Max Polding

What it takes to turnaround an iconic Australian brand

Read more

I spend a lot of time in my professional life as a provider of marketing solutions trying to persuade customers that CX, UX, UI and Custo...

sketharaman

Gartner VP: Why CMOs and CIOs must band together to make CX a discipline

Read more

I live the best deals at LA Police Gear.

Tyrus Rechs

6 Ways to ramp up Social Media to Your Web Design

Read more

Its absolute over priced acquisition. The CEO, must be fired for this all cash transaction. Absolutely no justification for prospective P...

about_face

Analysts question long-term play of SAP's acquisition of Qualtrics

Read more

Latest Podcast

More podcasts

Sign in