Measurement & Analytics

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.

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