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Concentrix Named a Strong Performer in The Forrester Wave™: Customer Feedback Management Solutions, Q4 2024
The Forrester Wave ™: Customer Feedback Management Solutions, Q4 2024 has been published, and we’re proud to reveal that Concentrix has been named a Strong Performer among the nine top vendors in the CFM market.
The Forrester report notes, “Organizations looking for a true partner to build and grow their program should strongly consider Concentrix.”
Concentrix received above average customer feedback in the report: “Reference customers were effusive in their praise of Concentrix’s services and partnership approach.”
Customer Feedback Management matters.
The world’s best brands offer differentiated CX because of their deep understanding of what customers feel, think, and do. An effective CFM strategy:
- Delivers timely and actionable insight through the collection, aggregation, and analysis of customer feedback, customer experience metrics, and other relevant data
- Drives CX improvements, helping leaders to spot trends and monitor moments that matter in customer journeys
- Supports key goals like increasing revenue, decreasing costs, and improving resiliency
With the right partner, organizations can expect their CFM solution to deliver immense value back to the business.
What made Concentrix a Strong Performer in The Forrester Wave ™: Customer Feedback Management Solutions, Q4 2024?
Concentrix received 5 out of 5 scores in criteria including:
1. Solicited Feedback: End-User Experience
We feel surveys should be treated as a customer touchpoint, and offer expert services to optimize the end-user experience and maximize response rate. The best practices shared ensure a modern feedback experience and enhance customer engagement.
2. Adoption
We know achieving customer centricity is only possible when organizational adoption of CFM is high. Concentrix has a proven adoption strategy that encourages enterprise engagement in CFM and maximizes use of the technology made available to stakeholders and staff.
3. Supporting Services and Offerings
We find that it takes more than technology to transform CX. Concentrix offers consulting and ongoing services oriented to the needs of our partners. We cater to clients at all levels of maturity, helping them to achieve their desired CFM outcomes.
Here’s where we’re going next.
We’re proud of our standing in The Forrester Wave ™: Customer Feedback Management Solutions, Q4 2024, and we are committed to continuously evolving our CFM solution to enhance customer understanding for our partners today and tomorrow.
Our mission is to help brands improve CX, drive profitable growth, and realize value from their CFM investments in a way no other vendor in this space can. We won’t stop until that mission is accomplished.
Learn more about our VOC solutions and why Concentrix was named a Strong Performer.
Jackie Potts
Vice President, Voice of the Customer Practice
