07-10-2022

Almawave, the Italian-leading player within Artificial Intelligence and natural language processing, featuring state-of-the-art proprietary technology and applied services to enhance the potential of AI within the digital transformation process of enterprise and public administrations, has been included in Forrester’s The Customer Feedback Management Landscape, Q3 2022 - Forrester’s Overview of 40 Providers.

Customer Feedback Management (CFM) solutions, in Forrester’s analysis, can be used “to enhance customer understanding, drive employee engagement and action, and measure the impact of customer experience (CX) initiatives.”

Customer feedback management solutions support an expanding number of use cases. Forrester’s report shows that today enterprises focus on 10 use cases: VoC collection and management, CX measurement, closed-loop case management, customer analytics, integrated VoC analytics, customer journey orchestration, contact center conversation intelligence, voice of the employee/partner for CX, voice of the employee for EX, and social intelligence, with the top five ones relevant to Forrester clients being: VoC collection and management, CX measurement, closed-loop case management, integrated VoC analytics, and voice of the employee/partner for CX.

To read the full report (Forrester’s subscribers only) or for purchase, click here