Frost Radar: Voice of Customer Analytics, 2022

A Benchmarking System to Spark Companies to Action Innovation That Fuels New Deal Flow and Growth Pipelines

Well-established businesses receive massive amounts of feedback every day, obtained through eCommerce platforms, customer support calls, emails, social media platforms, bots, and chats. This presents companies with an opportunity to collect remarkable volumes of customer data that they can use to enhance market intelligence.

VoC refers to the practice of collecting, analyzing, and distributing customer feedback to improve a product, solution, or service. With accurate VoC data, businesses can enhance customer experience (CX), meet unmet needs in the marketplace, and differentiate themselves from competitors. Companies can unlock VoC through technologies such as sentiment analysis, which uses natural language processing (NLP), machine learning (ML), text analysis, and computational linguistics to identify the opinion, intent, or emotion behind the customers' words.

The report titled "Frost Radar™: Voice of Customer Analytics, 2022" plots the market leaders for growth, innovation, or both and who has been instrumental in advancing the industry into the future. These companies have demonstrated high growth potential, best practices, competitive intensity, customer value, and partner potential. The Frost Radar reveals the market positioning of companies in an industry using their Growth and Innovation scores, as highlighted in the Frost Radar methodology.

The VoC space is growing, though only 10 companies are reported in this Frost Radar. Key vendors highlighted are Verint, Nice, Qualtrics, Medallia, DataEQ, CallMiner, Wonderflow, SANDSIV, InMoment, and Cisco.

The Frost Radar reveals the market positioning of companies in an industry using their Growth and Innovation scores as highlighted in the Frost Radar methodology. The document presents competitive profiles on each of the companies in the Frost Radar based on their growth, innovation, and a small discussion on their positioning. Frost & Sullivan analyzes hundreds of companies in the industry and benchmarks them across 10 criteria on the Frost Radar, where the leading companies in the industry are then positioned. Industry leaders on both the Growth and Innovation indices are recognized as best practice recipients.

Key Issues Addressed:

• What does the global VoC space look like?

• Who are the top vendors for VoC platforms?

• Which are the companies that have demonstrated innovation excellence?

• Which are the VoC vendors who have shown higher growth than others?