The Qualtrics platform and partner ecosystem continue to be highlighted in the tech community with its recent recognition as a Leader in the 2021 Gartner Magic Quadrant for Voice of the Customer (VoC).
Qualtrics was once a subsidiary of SAP before its successful debut in Nasdaq earlier this year. The experience management (XM) company went public in January, raising more than $1.5 billion in a successful initial public offering (IPO) that saw the German enterprise software vendor retaining a majority stake. Acknowledging the tremendous increase in demand for XM solutions today, Qualtrics currently accelerates technological innovation while expanding significantly to meet the expectations of an ever-growing global customer base.
In Australia and New Zealand, the company’s market presence has been strengthened with the establishment of a dedicated Public Sector business unit and the completion of the Information Security Registered Assessors Program (IRAP) assessment of its XM portfolio and research technologies. These include EmployeeXM, DesignXM, and CustomerXM which are all intended to assist clients in providing better experiences for their employees and residents by recognising and addressing their needs across numerous engagement channels.
Reinforcing its innovative product development, vast partner network, and growing customer momentum, Qualtrics was named a Leader in the 2021 Gartner Magic Quadrant for VoC for the second year in a row. VoC is determined by Gartner as software solutions and applications that help understand and improve customer experience (CX) by integrating feedback collection, analysis, distribution, and action into a unified platform. Furthermore, the IT research and consultancy firm indicated that the VoC segment increased by about 20% last year, bringing the total size of the VoC application software industry to more than $2 billion every year.
Recognising the Capabilities of the Qualtrics Platform and Partner Ecosystem
Furthermore, Qualtrics was positioned highest for its Ability to Execute in the Leaders Quadrant for CustomerXM — an agile platform for improving CX. On top of incorporating customer feedback into every decision-making, the platform enables businesses to track, respond to, and enhance crucial aspects throughout the customer journey. Some of the key capabilities of the cloud-based CX management system include behavior-based predictions, online reputation management, personalised consumer insights, and trend analysis.
Reflecting on the latest recognition, Brad Anderson, President of Products and Services at Qualtrics, believes the company’s continued leadership in the 2021 Gartner Magic Quadrant for VoC is a testament to their “accelerating customer momentum, expansive partner network, and incredible product innovation.” He added:
“The ability to capture, analyse, and act on experience data has never been more important, and organisations are turning to Qualtrics to deliver personalised experiences at scale, all on the world’s #1 experience management platform.”
Meanwhile, Qualtrics APJ Managing Director Brigid Archibald also expressed her excitement and pride at the new announcement. She shared in a LinkedIn post:
“Great experiences are the driving force behind every successful organisation, and Gartner’s endorsement is testament to Qualtrics’ proven ability to help deliver customer experience programs that have a real impact. A huge thank you to our customers, employees, and our partners, for helping us achieve this outstanding result.”
Since the Gartner report was concluded, Qualtrics has made significant investments such as the back-to-back acquisitions of CX management companies Clarabridge and Usermind. Demonstrating the company’s strengthening presence in the XM space, the strategic move is anticipated to deliver leading omnichannel conversational analytics and journey orchestration technologies to the Qualtrics XM Platform.
