Faith Adams

Analyst

Forrester Bio

Faith Adams

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Acquisition Season Continues In The CFM And VoC Space

Faith Adams December 19, 2018
Verint announced on Monday that it is acquiring VoC specialist, ForeSee. This adds to Verint’s growing portfolio of products. But it also adds to the growing list of CFM and VoC vendor acquisitions that we have already seen this year. In the latter part of 2018 alone, we saw Rant & Rave get acquired by […]
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Will SAP’s Acquisition Of Qualtrics Help Propel It Forward In The Age Of The Customer?

Faith Adams November 12, 2018
Yesterday, SAP announced that it is acquiring Qualtrics for a hefty $8 billion in cash. For SAP, this does make some sense. SAP is often perceived as being a legacy provider that struggles to play in the consumer space, and this acquisition may help it make a larger data play. It may also enable SAP […]
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The Forrester Wave™: Customer Feedback Management Platforms, Q4 2018 Is Now Live!

Faith Adams October 30, 2018
Even though the report is live, I continue to reflect on the research behind the customer feedback management (CFM) Forrester Wave™. I am reminded once again how important it is for CFM shoppers to do their homework. This is because — as many of us know — selecting the “right” vendor is no easy task. Each day, Forrester […]
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Auto And Home Insurer CX Inches Up Slightly In 2018

Faith Adams June 21, 2018
Seven auto and home insurers saw a statistically significant change to their Customer Experience Index (CX Index™) scores in 2018. As a result, the average score for the industry has moved up one point since 2017. Insurers should not get too excited, though. Despite this small lift, most policyholders in the US saw little or no […]
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Different Year, Same Health Insurer CX Index Story

Faith Adams June 21, 2018
Health insurers know why customer experience is critical — CX leaders grow revenue faster than laggards, can charge more for their products, and have a higher brand preference. But based on Customer Experience Index (CX Index™) data, the how continues to be a challenge. Health insurers’ average CX Index score once again remained flat in 2018, with […]
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