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

Why defining brand strategy is vital to capitalising on quick wins

Big brands were once protected from small brands by high barriers to entry. Big brands had the resources to employ big agencies, to crack big ideas and to invest in big campaigns. They had the luxury of time to debate strategies and work on long-term innovation pipelines. Retailers used to partner with big brands.

Troy McKinnna

Co-founder, Agents of Spring, Calm & Stormy

3 ways to leverage the talents of your team to avoid disruption

​According to the World Economic Forum in its most recent The Future of Jobs report, the most important skills for the future are not technical, task-oriented skills, but higher-order skills such as creativity, social influence, active learning, and analytical thinking.

Gihan Perera

Futurist, leadership consultant

CMOs, it’s time to stop squandering customer attention

Businesses continue to highly value the attention they buy through paid media, yet at the same time, many continue to disregard and under-value opportunities to connect with customers using their owned media.

Well written Vanessa!! Agreed with your view that human experience is marketing's next frontier. Those businesses who are focused on the ...

Clyde Griffith

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

Read more

Great tips for tops skills need to develop and stay competitive

Nick

The top skills needed to stay competitive in a rapidly changing workforce

Read more

The popularity of loyalty programs is diminishing, though I'd say it is because customers are savvy enough to recognise when a loyalty pr...

Heather

It’s time for marketers to rethink their approach to ‘loyalty’

Read more

Thanks Nadia for sharing this blog. It has really useful and amazing information about Salesforce Commerce Cloud and digital engagement w...

Holly Smith

Adidas taps data and technology smarts to build personalised digital engagement with consumers

Read more

clearly someone who's jealous and only comments from the safety of being behind their keyboard

Peter Sibson

The purpose of purpose - Brand science - CMO Australia

Read more

Latest Podcast

More podcasts

Sign in