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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.
Acoustic (formerly IBM watson marketing and commerce) is the world’s leading independent AI-powered marketing cloud. With total focus on the marketer, we dedicate all of our efforts to making them more successful. We provide an open marketing ecosystem comprised of intuitive, AI-powered products, helping our clients change the way they work and achieve their best results ever. Acoustic serves an international client base of more than 3,500 brands including many Fortune 500 companies, providing digital marketing, marketing analytics, content management, personalization, mobile marketing and marketing automation solutions. Acoustic is headquartered in New York City, with offices and teams across the globe.
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.
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.
Reputation.com helps companies delight their customers at every touchpoint by helping them to Get Found, Get Chosen, and Get Better. Your reputation is built from every interaction a person has with your brand—from search to sale, first use to renewal, customer service call to service review. If you’re not proactively soliciting, consolidating, promoting, and acting on feedback at every stage of the journey, consumers will take their business elsewhere. That’s why we’re dedicated to building the only integrated platform that helps companies foster lasting loyalty.
Our Saas platform is used by household brand names across 77 unique industries, and by utilising 29 patents we hold, our customers enjoy features and functionality simply not available anywhere else. We operate globally from our 8 offices and employ over 400 people who are experts in what we offer.
Your reputation is the pulse of your organisation, in today’s Feedback Economy, you need to have a 360-degree view of your online brand to ensure you stay on top of the narrative and connect effectively with your customers. Your reputation matters. With Reputation.com as your ORM and CX partner of choice, you can optimise it!
Esri applies The Science of Where to unlock data’s full potential in every organization. Esri continues to pioneer real-world problem solving using Location Intelligence and Spatial Analysis. Using this powerful platform to reveal deeper insights in their data, Esri users are creating the smart maps that run the world.
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.
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.
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.
Contentsquare empowers brands to act on unique behavioral insights to turn experience into a measurable advantage. The leading experience analytics platform, Contentsquare transforms trillions of digital behaviors daily into intelligent visualizations and recommendations everyone can use to grow revenue, increase loyalty and fuel innovation. Contentsquare customers benefit from access to benchmarks and predictive scoring based on the leading global data set of digital behavior across geographies and industries. The company acquired Clicktale in 2019 and serves more than 600 enterprises worldwide, including 30% of the Fortune Global 100.
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.
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.
OpenText offers market-leading, best-of-breed customer experience management solutions, including Customer Communication Management, Digital Asset Management, Web Content Management, Voice of the Customer and Analytics. OpenText empowers marketers and business users with AI-powered capabilities to build data and insight-driven experiences that delight customers, and generate revenue while improving operations at scale. More than 5,000 customers are using OpenText Customer Experience Management solutions across the globe.
Sitecore is a global leader in digital experience management software that combines content management, commerce, and customer insights. The Sitecore Experience Cloud™ empowers marketers to deliver personalized content in real time and at scale across every channel—before, during, and after a sale. More than 5,200 brands––including American Express, Carnival Cruise Lines, Dow Chemical, and L’Oréal––have trusted Sitecore to deliver the personalized interactions that delight audiences, build loyalty, and drive revenue.
Thunderhead is the recognized global leader in technology for Customer Journey Orchestration. Enabling brands for the first time to understand each customer’s intent and orchestrate personalized journeys for millions of customers across billions of touchpoints, seamlessly and in real-time.
Thunderhead is leading the movement to transform customer engagement, with its AI-driven ONE Engagement Hub, it’s now possible for brands to deliver exceptional engagement for every customer throughout every journey. Across every industry, ONE is driving topline growth, reducing cost-to-serve, increasing customer happiness and building customer lifetime value.
Thunderhead is headquartered in London and has its development HQ in Boston.
Verint Experience Cloud solutions help you process and analyze data, automate and speed decision making, and operationalize across the organization— so you can compete on better customer experience.
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.
MURAL is a digital workspace that enables modern teams to think and collaborate in Design Thinking, Agile, Lean and other methods – improving productivity, saving time, and reducing travel costs around Innovation Work.
Imagination Workers can better understand problems, visualize concepts, and align teams around solutions on a simple, playful, and productive cloud solution.
MURAL workspaces combine visual thinking canvases to brainstorm, organize, design, and share concepts as well as tools for collaboration to align teams and make decisions.
Abstracta is a leading, independent agile software testing company that applies highly sophisticated engineering and automation processes to testing and the software development lifecycle, focusing on enhancing the user experience and reducing time to market. With offices in Silicon Valley, Latin America, and the UK, Abstracta has expertise in consulting and working not only with cutting-edge proprietary and open source testing tools, but developing specialized tools for financial, e-commerce, healthcare and technology companies including Verifone, Benefit Cosmetics, Shutterfly, and CA Technologies. A multi-award winning company, Abstracta was named a top software testing company for 2019 by B2B research firm, Clutch.
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.
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.
InVision is the digital product design platform used by 3.5 million people and organizations like Airbnb, Amazon, HBO, Netflix, Slack, Starbucks, and Uber to make the world’s best customer experiences by designing better products, faster. Our design tools and educational resources enable teams to navigate every stage of product design, from ideation to development. Using InVision, customers create a repeatable, streamlined design workflow, rapidly design and prototype products before coding, and collaborate across organizations.
OneTrust PreferenceChoice™ enables marketing teams to drive engaging user experiences and build trust while demonstrating compliance across 100s of global data privacy regulations, including the CCPA, TCPA, CASL and GDPR. With PreferenceChoice, organizations can implement privacy into marketing and sales activities, collect user consent and preferences across channels, scan for website and mobile app tracking technologies, automate consumer rights requests, and maintain historical consent records in a central location. OneTrust PreferenceChoice is a part of OneTrust, the #1 most widely used privacy, security and third-party risk platform trusted by more than 4,000 customers and powered by 60 awarded patents. OneTrust PreferenceChoice seamlessly integrates with the entire OneTrust platform, including, OneTrust Privacy, OneTrust Vendorpedia™, OneTrust DataGuidance™ and OneTrust GRC.
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.
Quantum Metric helps you uncover your biggest digital opportunities, do it faster, and align your teams. Since 2016, leading Fortune 500 brands, such as Neiman Marcus, Comcast, Alaska Airlines, eBay, and US Bank, have taken the Quantum Metric leap. Our digital experience intelligence platform helps organizations automatically identify customer friction, quantify the business impact, prioritize opportunities, and continuously measure success. In 2018, Quantum Metric received a $25M Series A round led by Insight Venture Partners.
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.
Spotlight is an Analyst Relations firm who connects innovative digital agencies and technology vendors with influential industry analysts to create meaningful, mutually beneficial relationships.
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.
Upland’s Customer Experience Management (CXM) solution suite enables organizations to deliver outstanding customer experiences and to capture actionable insights through outcome-driven conversations that are dynamic, personalized, and engaging. Our multichannel, real-time solutions span the entire customer journey and include email, SMS, MMS, RCS, web, social and in-app.
Usabilla, a SurveyMonkey company, empowers brands like KLM, Tommy Hilfiger, and Toyota to become truly customer-centric by improving digital experiences on websites, apps, and emails. Enterprises acquire the ultimate solution to capture the voice of their customers, collect quantitative along with qualitative data, and turn insights into actions that drive success.
With Usabilla, start asking Why.
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.
UserZoom, the UX Insights Company™, is the world’s most complete User Experience (UX) research solution. Our software and services empower businesses to generate the insights needed to design and deliver great digital experiences that improve business metrics.
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.
An authority in customer insights, Vision Critical builds trust and creates increased business value through the iterative, continuous collection and application of earned consent data. Unlike traditional customer insights methods, we unlock the contextual feedback that companies need to build better products, deliver better services, and achieve better business outcomes.