Why We Feel Concentrix Is Seen as a Strong Performer in Customer Feedback Management

Why We Feel Concentrix is Seen as Strong Performer in Customer Feedback Management

An independent research firm has recognized Concentrix as a Strong Performer in customer feedback management (CFM). Learn why we are among the top vendors in the market.  

The results are in: Concentrix has been recognized as a Strong Performer in The Forrester Wave™: Customer Feedback Management, Q1 2023 report, and we are very proud of our standing.  

We believe this acknowledgment validates our steadfast belief in our solution’s ability to truly transform customer experiences. Here’s how we do just that:  

“[Concentrix’s] goals is to ‘DESIGN, BUILD, RUN’ CX Programs…” – The Forrester Wave™: Customer Feedback Management, Q1 2023 Report  


The world’s best brands—the ones leading their respective industries and delivering unmatched customer experiences—need more than technology to make that happen. They need guidance on how to continuously evolve their listening programs to be better aligned to best practices and better connected to their broader CX strategy.   

ConcentrixCX, our voice of the customer (VOC) solution, challenges the status quo “technology-only” approach to feedback management. Concentrix is a global CX solutions company, and CX is in our DNA. We know what “good” looks like and help our clients to design best-in-class VOC programs based on our long-standing, hands-on experience delivering moments that matter directly to customers.   

“Concentrix stands out for its commitment to change management and organizational engagement via services that support and guide clients throughout implementation, including internal communications planning and strategy.” – The Forrester Wave™: Customer Feedback Management, Q1 2023  


To bring their CX vision to life, companies need a next-gen CFM platform to build the listening programs of tomorrow. That means moving beyond surveys, loyalty metrics, and dashboards. Our native, world-class software does just that. ConcentrixCX helps brands listen to every customer, understand their needs, and take the right actions daily.  

Other CFM platforms’ strength lies in data collection and analysis, but lack the ability to elicit action at scale. ConcentrixCX has a strong foundation in data collection and analysis but differentiates on systemic CX improvement—helping users to identify and prioritize opportunities for enhancing the customer experience. This means more customer-focused decision-making across the organization.   


The insights an expert-designed listening program built in ConcentrixCX will amass can become unwieldy. The brands we work with want customer feedback integrated into their broader CX strategy—to drive adoption, decisions, and improvement throughout the company—but need assistance in doing so.  

Concentrix VOC is the only CFM vendor with the range and breadth of services needed to run feedback programs that fuel innovation—the type of innovation that really transforms customer experiences. Unlike our competitors, we have the unique ability to solve problems that extend beyond feedback into the broader CX strategy—from redesigning mobile app experiences to launching a new loyalty program and everything in between.  

 “Organizations with small teams or programs looking for a strategic partner paired with solid technology should put Concentrix on their shortlists.” – The Forrester Wave™: Customer Feedback Management, Q1 2023  

The ink might only just be dry on The Forrester Wave™: Customer Feedback Management, Q1 2023 report, but we can’t wait for next year—with engineering velocity at an all-time high. We believe there’s a reason Forrester gave us the highest score possible in the product vision criterion. Our sole focus is on the future of CX. 

Jackie Potts

Jackie Potts

Vice President of VOC Solutions

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