Quadrant Knowledge Solutions announced today that it has named Forsta a 2022 technology leader in the analysis of the global SPARK MatrixTM: Voice of the Customer (VoC) market, 2022.
The Quadrant Knowledge Solutions’ SPARK Matrix™ includes a detailed analysis of the global market dynamics, major trends, vendor landscape, and competitive positioning. The study provides competitive analysis and ranking of the leading technology vendors in the form of its SPARK MatrixTM. The study offers strategic information for users to evaluate different provider capabilities, competitive differentiation, and market position.
According to Preshit Parab, Analyst, Quadrant Knowledge Solutions, “The Forsta Human Experience (HX) platform’s ability to collect feedback across multi-channel sources combined with advanced analytics, reporting and action management workflows helps organizations understand and immediately act upon structured and unstructured customer feedback to drive customer satisfaction. The company continues to deliver value to its customers through its key technology differentiators, including comprehensive multi-channel feedback collection, data capture with powerful data relationship mapping capabilities, AI-based advanced analytics, including a huge range of on-platform statistical techniques, and comprehensive reporting and action management tools.”
Preshit added: “With its sophisticated technology platform, robust partner ecosystem, and strong expertise in catering to B2B and B2C spaces, Forsta has been positioned amongst leaders in the SPARK Matrix: Voice of the Customer (VoC), 2022.”
“At Forsta, we’re committed to shaping the future of customer experience and insights through our Human Experience (HX) Platform,” said Giles Whiting, Chief Operating Officer and Managing Director at Forsta. “We are thrilled to have been selected by Quadrant Knowledge Solutions for this important distinction, and we’re excited to push the boundaries of what the Forsta HX platform can do to help experience and insights professionals to understand and act on what matters most for their businesses, while fostering the best possible experiences for their customers.”
A VoC platform is an integrated and comprehensive CX solution that collects customer feedback (direct, indirect, and inferred) across various data sources in a multichannel environment, offers customer insights for analysis, and operationalizes customer experience insights. With effective execution, VoC tools can provide a robust CX framework to deliver improved customer experiences that are based on an in-depth analysis of customer feedback.
The Voice of the Customer helps organizations in shifting the focus from aggregate data to individual data. Brands are cognizant of the underlying potential of VoC platform in delivering superior CX. The platform also emphasizes the significance of closing the loop and helps organizations in dealing with customer complaints. Brands are also looking at adopting an end-to-end approach to design VoC programs, gain advanced customer insights, and drive personalized engagements in an omnichannel environment. Organizations are increasingly adopting multiple VoC tools and applications, including traditional survey tools, enterprise & SMB VoC software, and website VoC tools, based on the priority of customer touchpoints.
