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

Latest Videos

Conversations over a cuppa with CMO: ABC's Leisa Bacon

In this episode of Conversations over a Cuppa with CMO, ABC's director of audiences, Leisa Bacon, shares how she's navigated the COVID-19 crisis, the milestones and adaptability it's ushered in, and what sustained lessons there are for marketers as we start to recover.

More Videos

Zero proof spiritsUsa since 2011 www.arkaybeverages.com🤪🤟

Sylvie

How this alcohol-free spirits brand rode the health and wellness wave

Read more

okay this a good newsmaybe i gonna try it

kenzopoker1

CMO's top 8 martech stories for the week - 9 July 2020

Read more

Very insightful. Executive leaders can let middle managers decide on the best course of action for the business and once these plans are ...

Abi TCA

CMOs: Let middle managers lead radical innovation

Read more

One failing brand tying up with another failing brand!

Realist

Binge and The Iconic launch Inactivewear clothing line

Read more

I am 56 years old and was diagnosed with Parkinson's disease after four years of decreasing mobility to the point of having family dress ...

Nancy Tunick

The personal digital approach that's helping Vision RT ride out the crisis

Read more

Blog Posts

MYOD Dataset: Building a DAM

In my first article in this MYOD [Make Your Organisation Data-Driven] series, I articulated a one-line approach to successfully injecting data into your organisation’s DNA: Using a Dataset -> Skillset -> Mindset framework. This will take your people and processes on a journey to data actualisation.

Kshira Saagar

Group director of data science, Global Fashion Group

Business quiet? Now is the time to review your owned assets

For businesses and advertiser categories currently experiencing a slowdown in consumer activity, now is the optimal time to get started on projects that have been of high importance, but low urgency.

Olia Krivtchoun

CX discipline leader, Spark Foundry

Bottoms up: Lockdown lessons for an inverted marketing world

The effects of the coronavirus slammed the brakes on retail sales in pubs, clubs and restaurants. Fever-Tree’s Australia GM Andy Gaunt explains what they have learnt from some tricky months of trading

Andy Gaunt

General manager, Fever-Tree Australia and New Zealand

Sign in