The Forrester Wave™: Customer Feedback Management Platforms, Q4 2018

The Forrester Wave™: Customer Feedback Management Platforms, Q4 2018 evaluates the nine most significant vendors in the customer feedback management (CFM) space based on 40 criteria. Leaders identified include Medallia, Qualtrics, InMoment, and Clarabridge, while Confirmit, MaritzCX, and SMG are recognized as Strong Performers. NICE Satmetrix and Verint are categorized as Contenders.

This report underscores the growing importance of CFM platforms in enabling customer experience (CX) professionals to move from reactive problem-solving to proactive CX transformation. Scalability and advanced analytics—such as predictive and prescriptive capabilities—have become key differentiators as CFM features become increasingly commoditized.

Forrester defines CFM as a system that supports Voice of the Customer (VoC) initiatives by gathering, analyzing, distributing, and acting on both solicited and unsolicited feedback across channels. CFM platforms enable organizations to listen, interpret, act, and monitor feedback in order to drive meaningful change and measurable customer experience improvements.

Download the full report to compare top CFM platforms and choose the right solution to scale and elevate your VoC strategy.