Qualtrics named a Leader in Gartner’s Magic Quadrant for Voice of the Customer 2021

The results of Gartner’s 2021 search for the best Voice of the Customer (VoC) platforms is in — and for the second consecutive year CustomerXM has been named a ‘leader’ in this year’s report. See why they rated Qualtrics highly and explore our innovations that will continue to lead the market in 2022 and beyond.

Recognizing Qualtrics as the biggest VoC vendor across 10 industries, and highlighting innovation and our growing CX ecosystem, the report calls Qualtrics the ‘obvious’ choice with a proven functionally-rich product and value-based measurement.

The annual report is an independent analysis of the VoC market, assessing 14+ different vendors against a wide range of criteria to help businesses make their investment decisions for the year ahead.

Never has such insight been more valuable as in 2022, as organizations look to invest in the technology to better understand changing customer needs, and take the right actions to drive growth moving forward.

With an ever-growing number of vendors on the market, and a complex mix of technologies and services targeted at CX buyers, Gartner’s Magic Quadrant  for VoC is an invaluable resource, outlining which vendors have the vision and the ability to execute on that vision.

And CustomerXM does both. That’s why we’re considered a Leader.

What makes Qualtrics a Leader in Voice of the Customer?

The Gartner Magic Quadrant specifically highlights 3 key areas where CustomerXM is strong:

1. Platform innovation

Gartner’s report specifically calls out the platform’s ability to scale across a wide variety of operational and experience data to build rich experience profiles for customers. These are the bedrock of personalized experiences and lie at the heart of Experience iD — our connected, intelligent system that uses every customer signal and combines it with rich behavioral data to help organizations close experience gaps and deliver personalized services at scale.

There’s more to come too. Since Gartner’s assessment, we announced the acquisitions of world-leading conversational analytics software, Clarabridge, and journey-orchestration company, Usermind. So the innovation doesn’t stop — now you can understand customer needs across an even wider pool of sources, and take action in real-time to step in and improve the experience and optimize your customer journeys.

2. Partner ecosystem

We know the most effective CX programs are the ones that put the voice of the customer at the heart of every process, operation, and decision a company makes — and Gartner agreed that the Qualtrics partner ecosystem is a major strength of the platform.

Our partner ecosystem includes over 300 service providers, from multinational consultancies to industry-specific practices, who are all standardizing on Qualtrics to help design, deliver and manage world-class CX programs for their customers.

As well as our service partners, the ever-growing number of integrations into other business-critical systems was called out. Whether it’s CRM, a customer directory, ticketing tools, or any other operational systems, the ability to trigger action across the organization is helping tens of thousands of companies make use of automated workflows in the XM Platform. In 2021 alone, 1.5 billion actions were taken on the platform as organizations closed experience gaps, and scaled their CX programs to deliver truly personalized experiences for every customer.

3. The obvious choice for experiencing breakthroughs

There’s a reason more than 15,000 of the world’s most successful organizations from midsized companies to large global enterprises turn to Qualtrics — they get results. Gartner’s report commended Qualtrics as the ‘market leader’ thanks to our proven ability to execute, and the fact our customers report a strong ROI from their investment.

Don’t just take our word for it, check out some of our customers’ successes:

• BMW achieved a 23pt NPS increase in just 9 months
• JetBlue increased annual revenue with redesigned experiences

Leaders lead. Here’s where we’re going next

The ink might only just be dry on Gartner’s 2021 Magic Quadrant, but we can’t wait for next year, with more innovation in the pipeline ready to help our customers lead their experience transformation.

With new conversational analytics capabilities, organizations will get an even richer understanding of their customers, with the ability to instantly analyze text, voice, and other sources of experience data to identify topics, sentiment, intent, emotion, and more.

And with journey orchestration, you’ll be able to pinpoint the precise moment of friction in every customer journey, and automatically take action to close the gap, and re-route your customers on the right path to conversion.

We know, too, that Voice of the Customer is just one part of the picture. Experience is a key differentiator right across the business from attracting and retaining employees, to designing the next must-have products and building a strong brand.

Each experience is interlinked, with improvements to your employee, product, and brand experience all essential as you look to attract, retain, and engage customers.

Customer XM is just one suite of applications on the Experience Management Platform™, alongside custom-built tools for employee, product, and brand experience.

Gartner’s Magic Quadrant already calls out cross-XM workflows available in the platform today as a strength, and we’re continuing to innovate to make XM the operating system for the entire company.

And with more industry and use-case specific solutions rolling out to the platform, we’re continuing towards our vision where everyone, in every organization, has access to a single, powerful platform to help them close experience gaps and design new, disruptive experiences that drive growth as you move into 2022 and beyond.