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Forrester Forums are different. Join our experts in CX, digital transformation, privacy and security, and marketing for immersive experiences. These events offer inspirational content from industry innovators, deep-dive sessions on niche topics you care about, and high-caliber networking with peers that share your title, industry, and mindset. Add on 1:1 time with analysts and skill-building workshops for an inspiring and productive experience.
7.ai is redefining the way companies interact with consumers. Using artificial intelligence and machine learning to understand consumer intent, the company’s technology helps companies create a personalized, predictive and effortless customer experience across all channels. The world’s largest and most recognizable brands are using intent-driven engagement from 7.ai to assist several hundred million visitors annually, through more than 1.5 billion conversations, most of which are automated. The result is an order of magnitude improvement in digital adoption, customer satisfaction, and revenue growth.
For more information, visit https://www.247.ai.
Genesys® powers more than 25 billion of the world’s best customer experiences each year. We put the customer at the center of everything we do and passionately believe that great customer engagement drives great business outcomes. More than 10,000 companies in over 100 countries trust the industry’s #1 customer experience platform to orchestrate seamless omnichannel customer journeys and build lasting relationships. With a strong track record of innovation and a never-ending desire to be first, Genesys is the only company recognized by top industry analysts as a leader in both cloud and on-premise customer engagement solutions.
For more information, visit http://www.genesys.com/.
In the age of the customer, Customer Experience (CX) has become the key way to differentiate your brand, or risk damaging your brand! We all know that your customer is going to have SOME kind of experience, good, bad or indifferent, every time they interact with your company. These interactions span the entire customer lifecycle across marketing, commerce, sales, and service. What makes all of this even trickier is that customers get to choose the channel, device and time that they choose to engage with you. With the world’s most complete CX footprint, only Oracle can connect every engagement your customer has with your brand.
For more information, visit https://www.oracle.com/index.html.
AnswerLab delivers insights and advice to create exceptional digital experiences. The world’s most innovative brands rely on their research to improve user engagement, reduce development costs, and increase conversion rates. They partner at every stage of product development, helping digital leaders envision new experiences, optimize existing ones, and measure impact.
For more information, visit http://www.answerlab.com/.
InMoment™ is the leader in Experience Intelligence (XI), transforming metrics into meaning to drive high-value business decisions and relationships with both customers and employees. The company’s cloud-native XI Platform is engineered with data science at the core, and specifically architected to harness intelligence from across the entire experience ecosystem to deliver clear business value. The platform features three clouds that all work seamlessly together to give companies a comprehensive understanding of the most important factors impacting their bottom lines, including: Customer Experience (CX) Cloud, Employee Experience (EX) Cloud, and Market Experience (MX) Cloud. InMoment’s approach of providing strategic technical, best practice and thought leadership support ensures that our nearly 500 brands across 95 countries realize maximum business impact.
For more information, visit http://www.inmoment.com/.
New customers, new experiences, new markets and new business models: digital disruption is creating new opportunities for organizations to add value. But only for those who understand how far and fast they need to transform. Meeting the evolving expectations of consumers and employees means re-thinking more than just front office – middle and back office processes and platforms need to change too. At KPMG, we enable organizations to achieve business-wide digital transformation. Combining innovation with industry expertise and agility, we can accelerate your competitive position so you can thrive in the digital world.
For more information, visit https://home.kpmg/sg/en/home.html.
Clarabridge’s SaaS based customer experience management solution helps hundreds of the worlds leading brands put customer feedback to work. Offering the most comprehensive solution for omni-source data collection, detailed customer and text analytics, broad distribution of insights and proven engagement is why leading brands trust Clarabridge to power their CEM programs. The result: increased customer satisfaction and loyalty.
For more information, visit http://www.clarabridge.com/.
Confirmit helps businesses operationalize feedback to drive change throughout their organizations using the world’s most secure, reliable and scalable solutions for Voice of the Customer, Employee Engagement and Market Research programs. Confirmit’s solutions enable companies to run feedback and research programs that increase revenue, reduce costs and promote culture change.
For more information, visit https://www.confirmit.com/forrester-wave-customer-feedback-management/.
In an industry focused on building walls, IBM Security is focused on creating an open, connected security ecosystem that leverages AI, cloud, orchestration and collaboration to help clients improve compliance, stop threats, and grow their business securely. Our strategy reflects our belief that today’s defenses will not suffice tomorrow. It challenges us to approach our work, support our clients and lead the industry, allowing you to be fearless in the face of cyber uncertainty.
For more information, visit https://www.ibm.com/security.
Intouch Insight offers a complete portfolio of customer experience management (CEM) products and solutions that help global brands delight their customers, strengthen brand reputation and improve financial performance. We help clients collect and centralize data from multiple customer touch points, and give them actionable insights to identify, sense and continuously improve CX efforts in real-time. Founded in 1992, Intouch is trusted by franchise and multi-location businesses for their customer survey, mystery shopping, mobile forms, operational and compliance audits, and event marketing automation solutions.
For more information, visit https://www.intouchinsight.com/.
MaritzCX believes organizations should be able to see, sense and act on the experiences and desires of every customer, at every touch point, as it happens. The company helps increase customer retention, conversion, and lifetime value by embedding customer experience intelligence and action systems into the DNA of business operations.
For more information, visit http://www.maritzcx.com/.
Think about the last interaction you had with a company. Was it a good one? Could it have been better? These questions sound obvious, but not to businesses. Most organizations don’t know whether your experience with them was good or bad — and how they could improve it in the future. Medallia’s cloud-based Customer Experience Management (CEM) platform solves this. It captures customer feedback everywhere the customer is (Web, social, mobile, and contact center channels), understands it in real time, and then delivers insights and actions everywhere in a company—from the C-suite to the frontline—to improve the customer experience.
For more information, visit https://www.medallia.com/.
Resonate is a pioneer in Consumer Intelligence Marketing, delivering deep understanding, dynamic insights, cross-channel engagement and data analysis in a single SaaS platform. With more than 12,000 attributes for over 200 million US consumers, Resonate has helped hundreds of companies reveal and engage “The Human Element,” a deeper understanding of their target audience, that extends beyond traditional demographics to uncover the values and motivations that drive consumer decisions to buy or support certain brands. Empowered with unparalleled understanding, leading brands and agencies to engage and analyze with these audiences to achieve unbreakable relationships that increase customer lifetime value.
For more information, visit https://www.resonate.com/.
Strativity is a strategy and activation firm that engages the hearts, heads, and hands of executives, employees, and customers to deliver rapid and lasting change. We combine the strength of a major consultancy with the passion and focus of a boutique in order to bring customer experience and employee engagement strategies to life for our clients.
For more information, visit https://strativity.com.
Thunderhead’s intuitive ONE Engagement Hub joins up web, mobile, high street and contact centre customer experiences, connecting them with your existing CRM system, giving you a multi-dimensional view of all your customers. It allows you to act on an individual customer’s needs in real-time. Effortless engagement just got personal.
For more information, visit http://www.thunderhead.com/.
Acquia provides a cloud platform and data-driven journey technology to build, manage and activate digital experiences at scale. Thousands of organizations rely on Acquia’s digital factory to power customer experiences at every channel and touchpoint. Acquia liberates its customers by giving them the freedom to build tomorrow on their terms.
For more information, visit https://www.acquia.com/.
Appian provides a low-code automation platform that accelerates the creation of high-impact business applications. Many of the world’s largest organizations use Appian applications to improve customer experience, achieve operational excellence, and simplify global risk management and compliance.
For more information, visit http://www.appian.com/.
As the digital innovation, consulting and transformation brand of the Capgemini Group, Capgemini Invent helps CxOs envision and build what’s next for their organizations. Located in more than 30 offices and 10 creative studios around the world, its 6,000+ strong team combines strategy, technology, data science and creative design with deep industry expertise and insights, to develop new digital solutions and business models of the future.
For more information, visit https://www.capgemini.com/.
Meet FullStory, the customer experience platform that empowers every person in your company to help build the best online interactions for your customers. Every day, thousands of people use FullStory for answers, not analytics, via pixel-perfect playback, robust search and segmentation, and proactive insights.
For more information, visit http://www.fullstory.com/.
Genpact (NYSE: G) is a global professional services firm that makes business transformation real. We drive digital-led innovation and digitally-enabled intelligent operations for our clients, guided by our experience running thousands of processes primarily for Global Fortune 500 companies. From New York to New Delhi and more than 25 countries in between, we connect every dot, reimagine every process, and reinvent companies’ ways of working. Transformation happens here.
For more information, visit https://www.genpact.com/.
Pendo is a product cloud that provides user insight, user guidance and user communication for digital product teams. With Pendo, these product teams can understand product usage, collect feedback, measure NPS, onboard users, and announce new features in app—all without requiring engineering resources. Founded in 2013 in the heart of Raleigh and backed by Battery Ventures, Spark Capital, Meritech Capital and Sapphire Ventures, Pendo has raised $106 million and counts nearly 700 customers, including Zendesk, LexisNexis, Coupa, BMC, and Sprinklr. Pendo tracks 1.5 billion user actions a day, and improves the product experience for 80 million users every month.
For more information, visit https://pendo.io.
The Pointillist customer journey analytics platform enables rapid discovery of customer insights, to help companies dramatically improve customer experience. The platform reveals the actual paths customers take, as they engage with a company across touchpoints and over time. In minutes, CX teams can connect the dots between customer interactions and quantitative metrics such as revenue, churn and customer lifetime value. Unlike other solutions that merely unify customer data, the Pointillist platform reveals high-impact customer insights and enables engagement with customers at optimal points along their journey.
For more information, visit https://www.pointillist.com/.
Qualtrics is the leader in customer experience and creator of the Experience Management (XM) category. Over 11,000 organizations around the world are using the Qualtrics system of action to attract customers who stay longer and buy more, engage employees who build a positive culture, develop breakthrough products people love, and build a brand people are passionate about. To learn more, please visit qualtrics.com or chat live with us during the event.
For more information, visit https://www.qualtrics.com/.
Verint is The Customer Engagement Company™, with more than 10,000 organizations worldwide – including over 80 percent of the Fortune 100 – trusting our solutions and services to power actionable intelligence across their enterprises.
Verint’s broad Voice of Customer suite empowers organizations to listen, analyze and act on VoC across digital, voice, text and social interactions to achieve their desired business outcomes.
For more information, visit https://www.verint.com/voc.
West Corporation is a global provider of communication and network infrastructure services. West helps its clients more effectively communicate, collaborate and connect with their audiences through a diverse portfolio of solutions that include unified communications services, safety services, interactive services such as automated notifications, telecom services and specialty agent services. For 30 years, West has provided reliable, high-quality, voice and data services. West has sales and operations in the United States, Canada, Europe, the Middle East, Asia Pacific and Latin America. We connect. We deliver.
For more information, visit https://west.com.
Alterian’s real-time CX platform enables brands to fully understand and act upon their customers’ interactions with them. Gathering data from disparate sources including websites, call centers, loT devices, locations and mobile apps, Alterian’s platform acts as a “brain” to interpret all this data and recommend next best interactions.
For more information, visit https://alterian.com.
Bond Brand Loyalty
Bond Brand Loyalty is a global customer engagement agency that specializes in building brand loyalty for the world’s most influential and valuable brands. Our mission is to make marketing more rewarding for customers, richer and more resilient for brands, and to deliver profitable business outcomes for our clients. We build measurable, authentic, and long-lasting relationships through a combination of services that includes loyalty solutions, customer experience, marketing research, customer analytics, live brand experiences, and proprietary technology platforms.
For more information, visit https://bondbrandloyalty.com.
CallMiner empowers customer experience teams with AI-fueled unsolicited feedback from 100% of your contact center conversations. Spoken dialog and acoustic measures reveal loyalty and emotional engagement drivers with a scored focus for scope and intensity along with chat, email and other text-based interactions for a complete CX perspective. Realize how frontline agents shape your brand with metrics benchmarking empathy, ownership and more. Combine survey response with CallMiner interaction detail for unique insight including presentation within select CX platforms.
For more information, visit https://callminer.com/.
At Concentrix, we understand that experience is everything. For more than 20 years, our VOC survey technology, analytic services and consulting expertise have helped some of the world’s best brands create better experiences and build stronger relationships with their customers.
For more information, visit https://www.concentrix.com/.
Customer Thermometer’s 1-click feedback micro-surveys are a friction-free part of your customer journey. Use them to find out what customers think about your business, products and service levels, in an instant. As a result, you benefit from fantastic response rates, truly relevant data and deep, accurate business insights to impact and optimize the customer experience at every level.
For more information, visit https://www.customerthermometer.com/.
Enghouse Interactive delivers Cloud based AI Innovation.
Enghouse Cloud is Here! The company was recently awarded the IBM THINK2019 Excellence prize for Hybrid Cloud Innovation. This innovative solution, AI Insights, provides customers with comprehensive, actionable information extracted from all their customer interactions, transforming the contact center into a revenue growth platform. EI provides reliable and comprehensive CC solutions, processing over 1Billion daily transactions across 120+ countries, 10,000+ customers with 1Million+ seats implemented. Other Innovations: Native MS Teams Integration and the new Amazon Connect SmartDialer.
For more information, visit https://www.enghouseinteractive.com.
ForeSee joined Verint, The Customer Engagement Company, in December 2018 and is now Verint ForeSee. The combination creates the industry’s most comprehensive omnichannel VoC portfolio. ForeSee’s analytics-rich offering allows companies Verint is The Customer Engagement Company™, with more than 10,000 organizations worldwide – including over 80 percent of the Fortune 100 – trusting our solutions and services to power actionable intelligence across their enterprises.
Verint’s broad Voice of Customer suite empowers organizations to listen, analyze and act on VoC across digital, voice, text and social interactions to achieve their desired business outcomes to measure and understand customer experiences while prioritizing the improvements that will have the greatest business impact.
For more information, visit https://foresee.com.
Helpshift bridges the disconnect between conventional customer service channels — like email and phone support — and a growing consumer base that does more on mobile phones and has a strong preference for messaging as their primary mode of communication. Through Helpshift’s AI-powered support platform, companies can resolve issues more efficiently, boosting customer satisfaction in the process. Companies such as Xfinity Home, Microsoft, Supercell, Vivino, and Zynga and hundreds of other leading brands use the Helpshift platform to provide messaging-first customer support. Helpshift is installed on two billion devices worldwide and serves more than 820 million active consumers monthly.
For more information, visit http://www.helpshift.com/.
Regardless of your company’s size or outsourcing needs, Knoah Solutions’ agile, globally-deployed BPO services deliver award-winning results that enhance your brand and fit your budget. Our RightENGAGE customer engagement model, OneKnoah process philosophy, and cutting-edge technology and analytics powered by our proprietary WFO tool, KnoahsARK360, ensure we can meet the needs and challenges of each of your customers through every traditional and digital channel: voice, chat, email, social media, and SMS. Knoah has the flexibility that big BPO companies can’t provide, and a global infrastructure, and mature operational process that smaller BPO companies can’t deliver on. Knoah’s consultative approach to outsourcing has repeatedly earned us awards and recognition from independent review bodies like Forrester and IAOP.
For more information, visit https://www.knoah.com.
goMoxie.com is the leader in guided commerce, changing the way brands interact with their customers. Moxie’s digital platform anticipates what customers need and guides them through the online journey with proactive, useful snippets of information—without the need for human assistance. More than 600 of the world’s leading brands in insurance, financial services, healthcare, high-tech, retail, travel and hospitality rely on Moxie to drive an intuitive customer experience while increasing conversion and revenue. To learn more, please visit www.gomoxie.com.
For more information, visit https://www.gomoxie.com.
Nepa drives our clients’ growth by defining what matters most to their customers and shoppers and delivering profitable recommendations. Through our Consumer Science Platform® technology and expert consultants, Nepa helps some of the world’s most respected brands optimize their Customer Experience and Marketing investments. Founded in in Sweden in 2006, we now work across 50 countries. We’ve been ranked among the fastest organically-growing companies in Sweden 6 of the past 7 years.
For more information, visit https://nepa.com/.
OPINATOR® – WOW Experience Management for Humans.
OPINATOR® brings the human touch to Customer Experience, enabling you to boost response rates in VoC, NPS and CX Management programs with highly engaging and fully customized interactions (e.g. surveys, forms, etc.) that become an extension of your brand.
OPINATOR®’s Predictive, Prescriptive, and Text Analytics capabilities, Case Management System, and fully branded, role-based dashboards enable you to act instantly on feedback, reduce points of customer effort, and drive value in each touchpoint of your customer journeys. OPINATOR® is self-manageable and offers a predictable and flexible pricing model based on flat rates.
For more information, visit http://web.opinator.com/.
Optimizely is the world’s leader in customer experience optimization, allowing businesses to dramatically drive up the value of their digital products, commerce and campaigns through its best in class experimentation software platform. By replacing digital guesswork with evidence-based results, Optimizely enables product and marketing professionals to accelerate innovation, lower the risk of new features, and drive up the return on investment from digital by up to 10X.
For more information, visit https://www.optimizely.com/.
SMG (Service Management Group) partners with more than 450 brands around the globe to create better customer and employee experiences, which drive loyalty and performance. SMG uniquely combines technology and insights to help clients listen better, act faster, and outperform competitors. Strategic solutions include omniCXTM, Brand Research, and Employee Engagement. SMG evaluates 200 million surveys annually, across 130 countries.
For more information, visit http://www.smg.com/.
Spotlight is an Analyst Relations firm who connects innovative digital agencies and technology vendors with influential industry analysts to create meaningful, mutually beneficial relationships.
For more information, visit http://www.spotlightar.com/.
Thematic is a customer insights platform. We aggregate, analyze and visualize customer feedback whether it is surveys, contact centre logs or support tickets. We help answer questions such as what drives your NPS, what is linked to churn or higher spend. All feedback with insights is in one place.
For more information, visit https://getthematic.com/.
Usermind’s Customer Journey Orchestration platform empowers enterprises to bridge the gap between legacy systems and a modern customer experience. By orchestrating and optimizing journeys across complex systems & organizational silos, we significantly improve customer experience at reduced costs and increased revenue.
For more information, visit https://www.usermind.com/.
VMLY&R is a global brand experience agency that harnesses creativity, technology, and culture to create connected brands. VMLY&R has been named a Strong Performer in the Forrester Wave for Digital Experience Service Providers, 2017 and is consistently a top agency among the industry’s most respected creative awards shows. VMLY&R is made up of nearly 7,000 employees worldwide with principal offices in Kansas City, London, New York, Sao Paulo, Shanghai, Singapore and Sydney. We work with client partners including Colgate-Palmolive, Danone, Dell, Ford, Office Depot, Pfizer and Wendy’s. VMLY&R is part of WPP (NYSE: WPP).
For more information, visit https://www.vml.com/.
VideoCX by VoxPopMe
VideoCX enables you to capture and share rich customer stories alongside your existing CX program, revealing the “why” behind your customer experience data. Get beyond scores, deepen your customer understanding, and engage your entire organisation. VideoCX is brought to you by Voxpopme – the world’s leading video insight and analytics platform. Our experience has turned VideoCX into an instant, global solution – driving change for the world’s largest brands.
For more information, visit https://site.voxpopme.com/.
West Monroe is a national business and technology consulting firm that partners with dynamic organizations to reimagine, build, and operate their businesses at peak performance. Our team of more than 1,000 professionals is comprised of an uncommon blend of business consultants and deep technologists. This unique combination of expertise enables us to design, develop, implement, and run strategic business and technology solutions that yield a dramatic commercial impact on our clients’ profitability and performance.
For more information, visit https://www.westmonroepartners.com/.
Bold360 by LogMeIn
Bold360 is the ultimate engagement solution delivering the richest customer profiles and fastest time-to-value. By leveraging the power of A.I., Bold360 helps personalize and enhance every engagement – no matter where it takes place – allowing companies to deliver better and more consistent customer experiences seamlessly across both A.I. and agent-based interactions.
For more information, visit https://www.bold360.com/.