Qualtrics, Medallia and Challenges for CX Pros


Forrester as just released their Q4 2018 Forrester Wave™ for Customer Feedback Management Platforms, identifying, analysing and scoring the most significant vendors in the market. The report “shows how each provider measures up and helps customer experience professionals choose the right Customer Feedback Management vendor for their organization“.

Forrester’s last evaluation in this space was back in Q2 2017, and since then significant changes and improvements were noticed in the technology platforms. However, challenges on the CX space are still there for CX professionals to face. They are struggling to improve CX due to…

  • Missing strategy and cooperation across the organisation
  • Ad-hoc and uncoordinated projects and initiatives
  • Shortage in customer experience measurement data
  • Disparate operational (O-data) and experience (X-data) data silos
  • Absence of a C-level or senior leadership sponsor
  • Lack of one single experience and feedback management platform

Qualtrics and Medallia are clearly leading the pack, not only in terms of offering but also market presence. And these are the ones I usually hear and talk about, when I’m discussing with my clients.

Forrester recognises that Qualtricshas made significant investments (…) strengthening its position” in particular in its “analytics capabilities by adding the ability to conduct complex conjoint analysis (…) and introducing Predict iQ, which lets clients move from being reactive to proactive by identifying at-risk customers“. But Qualtrics is much more than just a CX platform, as they have built a comprehensive XM platform that brings brand, product, and employee experience together with customer experience.

The other leader, Medallia, also “enables a culture of CX, democratizing insights by bringing the VoC to the frontlines and incorporating the voice of the employee”, and they also “updated its text analytics capabilities and introduced new features like Conversations, which lets customers provide real-time feedback across messaging platforms such as SMS and Facebook Messenger (…) and VoC Anywhere, which lets companies collect feedback natively through various internetconnected devices or platforms”.

One thing is for sure, a Customer Feedback Management platform is critical to CX transformation. Forrester says…

To transform customer experience, CX professionals rely on customer feedback management technologies and services (…) because it helps manage complexity, by centralizing and automating key VoC activities [Listen, Interpret, Act, and Monitor]“.

Forrester Wave Q3’17: Oracle leads Digital Experience Platforms

20171118 Forrester Wave - Digital Experience Platforms Q3 2017

Forrester recently published their Q3 2017 Wave for “Digital Experience Platforms“. Having research and analysed the 14 most significant vendors, Oracle came out as leader – the only one.

The assessment was done against 28 criteria grouped into Current Offering, Strategy and Market Presence. No surprise that those with higher scores have complete suites with Content, Commerce, Marketing, Sales, Service, and Analytics capability.

Forrester Wave Q2’17: Oracle and SFDC leading

20170926 Forrester Wave - Customer Service Solutions for Enterprise Organisations Q2 17

Forrester has recently published their “Wave” for Customer Service Solutions for Enterprise Organisations, and it is not surprising to see Oracle and Salesforce leading the pack, followed by Verint, Pegasystems, SAP and Microsoft as strong performers. When it comes to the leaders, here are some interesting things that Forrester points out…


The report says that “Salesforce leads with a broad – but not always deep – feature set and vision“. As expected and well known, the product has very strong capabilities. According to Forrester it has “fair incident management capabilities” and allows for “agent utilisation and workload” reporting, even though there is “no native telephony” as well as “full workforce management and quality monitoring” capabilities.

According to Forrester, Salesforce also “offers a breadth – but not depth – of omni-channel capabilities“. It has “basic omni-channel routing” which can only be extended via partnerships. The knowledge management capabilities are “solid and extended via forums provided via Community Cloud“. And reporting capabilities are “augmented by analytics, data discovery, and prescriptive advice scenarios provided via the Analytics Cloud and Einstein Data Discovery“.

Finally, Forrester says that Salesforce offers “industry-specific clouds for financial services, healthcare, and government” and implementations are done by their consulting services and “certified system integrator network“, which Salesforce seems to treat as “an extension of company resources“, developing also a “developer network“.

From a customer perspective, Salesforce’s “references were positive about their ability to execute, yet complaints about the product’s expense continue“. According to Forrester, Salesforce has c. 5,000 customers using this solution.


Forrester states that Oracle “excels at knowledge-infused omni-channel service“, as it is aiming to deliver “knowledge-driven service experiences across channels, touch-points, and devices“, following the company’s vision to “enable organisations to deploy any combination of channels dynamically, regardless of what new channel combinations may arise in the future“.

The reports states that Oracle “offers voice natively and via partners” and it also provides reporting capability around “forecast agent workloads and monitor agent performance“. It delivers “knowledge-infused omni-channel interactions across a broad and deep mix of channels” offering “excellent email, chat, visual engagement, feedback, and outbound communications capabilities” as well as “fair social management” that could be extended via Oracle Social Cloud platform.

Unlike its competition, Oracle “is a horizontal product” and it’s most seen in “industries such as retail, consumer packaged goods, high tech, manufacturing, telecommunications, financial services, the public sector, and higher education“. Offering “deep consulting services” and “a growing developer ecosystem“.

From a customer perspective, Oracle’s “customer references are happy with the channel capabilities and solid performance of the product” but there has been some concerns “over account management and customer service practices“. According to Forrester, Oracle has c. 3,000 customers using this solution.

Oracle RightNow CX is leader in Customer Service Solutions

Forrester published the 2014 Forrester Wave for “Customer Service Solutions” for Enterprise organisations and for Small and Midsize organisations. The market research company chose the most significant solutions and researched, analysed, and scored them.

Oracle RightNow CX Cloud Service (aka Oracle Service Cloud) was naturally among those solutions, and came out with outstanding results. Here is the verdict… Leader in both areas!

Oracle Service Cloud delivers strong support for B2C companies. Oracle Service Cloud is a key asset in Oracle’s customer experience management portfolio. It provides a flexible, easily configurable customer service solution and is particularly strong in delivering consistent cross channel customer service experiences. It has strong multi-channel capabilities: very strong co-browse and forum capabilities; strong chat, email response management, social customer service, and knowledge management; and sound social listening, backed by very strong reporting.

It gets high marks for usability and provides sound case management capabilities. The solution offers quick time-to-value due to its SaaS deployment model. It has an average deployment size of fewer than 250 agents, and customer service organizations use it as a company-wide customer service solution, as a standalone solution to support its digital and social channels, or in a hybrid deployment to extend the digital capabilities of an on-premises customer service solution.

This product came to Oracle via its 2012 acquisition of RightNow Technologies. Since the acquisition, the product team has continued to execute on a robust road map of enhancements, many of which focus on tighter integrations to other solutions in Oracle’s customer experience product portfolio. It benefits from Oracle’s mature practices for implementation, user adoption, and support.

However, Forrester clients tell us frequently that they have lost some of their personalized touch that preceded its acquisition. Oracle Service Cloud is best suited for midsize B2C teams that offer robust web self-service and multi-channel customer service to their customers and that emphasize the value of customer experiences.

Customer Service Solutions for Small and Midsize Organisations

Forrester Wave - Customer Service Solutions for SME

Customer Service Solutions for Enterprise Organisations

Forrester Wave - Customer Service Solutions for Enterprise