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A FORRESTER REPORT

The Forrester Wave™: Customer Feedback Management Platforms, Q2 2021

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Forrester Research named Clarabridge as a Leader in The Forrester Wave™: Customer Feedback Management Wave, Q2 2021. Clarabridge earned the highest score of all vendors in the current offering category and the top scores in the integrations and text analytics criteria.

Graph from Q2 2021 Forrester Wave Customer Feedback report

Clarabridge was the only vendor to score a 5 out of 5 in the criteria of Speech and Speech-to-Text, Text Analytics, and Integrations. Clarabridge also received the highest scores possible in the Analytics, Creates a Culture of Customer Centricity, Drives Revenue/Impacts Business and CX, Product Vision and Strategy, Execution and Delivery on Roadmap, and Partner Strategy.

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Findings from the report:



  • Omnichannel integration is a critical success factor for CX programs, yet 71% of firms don’t aggregate and mine feedback across surveys and other sources.
  • Not all text analytics capabilities are equal. Poor quality results in an inability to drill down for deep, rich insights. Forrester advises companies to “have vendors do a live proof of capabilities” and to leverage The Forrester Wave™: AI-Based Text Analytics Platforms (People Focused), Q2 2020 to compare vendors’* text analytics capabilities.
  • Clarabridge leads in text analytics and enables an omnichannel view.

*Clarabridge is also the only CEM vendor included—and recognized as a Leader—in both the Forrester Wave Customer Feedback Management Platforms and the Forrester Wave™: AI-Based Text Analytics Platforms (People Focused), Q2 2020.

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