Report: Who's leading the customer feedback market

Forrester just released its Forrester Wave: Customer Feedback Platform, for the first quarter of 2020


Customer feedback management (CFM) platforms and are becoming increasingly crucial in the martech stack and vendors including Clarabridge, Medallia, InMoment, Qualtrics and Confirmit are leading the way. 

Forrester just released its Forrester Wave: Customer Feedback Platform, for the first quarter of 2020 in an effort to help customer experience (CX) teams to identify the right solution for enterprise needs. The analyst firm's list of criteria for marketers when seeking these platforms includes integration with other data sources and tools; providing text analytics to match organisational need; and support through managed, professional and implementation services. 

Across the vendor field, Forrester said Clarabridge offered strong integrations and text analytics to achieve a new level of customer understanding. Medallia grew its capabilities through the acquisitions of Strikedeck, Cooladata, Zingle, and Crowdicity, and can now grow and scale with its clients. 

Fellow leader, InMoment, showed particular strength in technology as well as the strong and valuable partnership provided by its people, while Qualtrics offered speed of innovation, exceptional self-service, and platform flexibility. Forrester added Confirmit demonstrates flexibility across a diverse customer base. 

Strong performers also recognised in the report are SMG, MaritzCX, Nice and Concentrix. Forrester highlighted SMG's ability to deliver actionable insights and excellent customer experience. MaritzCX, meanwhile, has invested in integrations and a strong focus on services, Concentrix in innovation and services, and Nice in the enterprise market.

“As more firms invest in voice-of-the-customer [VoC] technologies, vendors’ integration capabilities, text analytics, and service offerings will dictate where the money is best spent," the report stated. "Vendors that provide superior capabilities across these three areas will position themselves to deliver a differentiated experience to their customers and stand out in what is becoming an increasingly crowded and difficult-to-understand field." 

The report evaluated vendors against 40 criteria, which were grouped into three high-level categories: Current offering, strategy and market presence. Vendors also had to have a minimum revenue of $50 million, a global presence, and significant interest from Forrester clients in the form of inquiries, advisories, interactions at events, and other conversations.

Follow CMO on Twitter: @CMOAustralia, take part in the CMO conversation on LinkedIn: CMO ANZ, follow our regular updates via CMO Australia's Linkedin company page, or join us on Facebook: https://www.facebook.com/CMOAustralia.

 

 

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

Launch marketing council Episode 5: Retailer and supplier

In our fifth and final episode, we delve into the relationship between retailer and supplier and how it drives and influences launch marketing strategies and success. To do that, we’re joined by Campbell Davies, group general manager of Associated Retailers Limited, and Kristin Viccars, marketing director A/NZ, Apex Tool Group. Also featured are Five by Five Global managing director, Matt Lawton, and CMO’s Nadia Cameron.

More Videos

The best part: optimizing your site for SEO enables you to generate high traffic, and hence free B2B lead generation. This is done throug...

Sergiu Alexei

The top 6 content challenges facing B2B firms

Read more

Nowadays, when everything is being done online, it is good to know that someone is trying to make an improvement. As a company, you are o...

Marcus

10 lessons Telstra has learnt through its T22 transformation

Read more

Check out tiny twig for comfy and soft organic baby clothes.

Morgan mendoza

Binge and The Iconic launch Inactivewear clothing line

Read more

NetSuite started out as a cloud-based provider of Enterprise Resource Planning software or as NetSuite solution provider, which companies...

talalyousaf

NetSuite to acquire Bronto's digital marketing platform for US$200m

Read more

Thanks for sharing this post, its really good information I get through this blog.CDPO Online Exam Training

Infosectrain01

3 ways Booking.com is improving its B2B marketing game

Read more

Blog Posts

Getting privacy right in a first-party data world

With continued advances in marketing technology, data privacy continues to play catchup in terms of regulation, safety and use. The laws that do exist are open to interpretation and potential misuse and that has led to consumer mistrust and increasing calls for a stronger regulatory framework to protect personal information.

Furqan Wasif

Head of biddable media, Tug

​Beyond greenwashing: Why brands need to get their house in order first

Environmental, Social and (Corporate) Governance is a hot topic for brands right now. But before you start thinking about doing good, Craig Flanders says you best sort out the basics.

Craig Flanders

CEO, Spinach

​The value of collaboration: how to keep it together

Through the ages, from the fields to the factories to the office towers and now to our kitchen tables, collaboration has played a pivotal role in how we live and work. Together. We find partners, live as families, socialise in groups and work as teams. Ultimately, we rely on these collaborative structures to survive and thrive.

Rich Curtis

CEO, FutureBrand A/NZ

Sign in