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2021 GARTNER® MAGIC QUADRANT™ FOR VOICE OF THE CUSTOMER

Qualtrics named a two-time Leader

A great Voice of the Customer (VoC) program starts from the outside in — with authentically connecting to your customers, at scale. For the second consecutive year, Qualtrics has been named a Leader in the 2021 Gartner® Magic Quadrant™ for the Voice of the Customer*.

Get the complimentary report to gain unbiased insights, including the current state of VoC programs, the Gartner evaluation of each VoC vendor, and why Qualtrics was named a Leader.

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According to Gartner® the VoC application market is maturing rapidly and we have observed several important developments over recent years. These include:



  • Market size: Despite the COVID-19 pandemic, the market grew by around 20% in 2020, which has progressed the size of the VoC application software market beyond $2 billion per year.
  • Market forecast: Market revenue growth has averaged between 15% and 25% over the last decade and it looks set to continue at the upper end of this range in the coming years.
  • AI-driven analytics: Advances in analytical features enable data to be converted into insights, and provide actionable diagnostic, predictive and prescriptive advice. Increasingly sophisticated AI-driven analytical capabilities are designed to ingest, parse, understand and obtain insight from unstructured data of both text and voice, including customer service calls, chatbots, social media posts and open-ended survey questions.

 

 

*Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

Gartner, Magic Quadrant for Voice of Customer, Jim Davies and Ed Thompson, 30 November 2021

GARTNER® and Magic Quadrant™ are registered trademarks of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and is used herein with permission. All rights reserved. This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Qualtrics.

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