InMoment, the leading provider of Experience Improvement (XI)™ solutions, announced it has been named a Leader in the 2021 Gartner Magic Quadrant for Voice of the Customer¹ for the second year in a row.

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“Magic Quadrant for Voice of the Customer”

Gartner defines a voice of the customer (VoC) application as one that “integrates feedback collection, analysis and action into a single interconnected platform that helps understand and improve the customer experience.”

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The report evaluated fourteen vendors on fifteen criteria and placed InMoment in the Leaders quadrant. InMoment scored particularly high in professional services that help ensure programs deliver business value, industry expertise with benchmarking, tailored services and industry specific survey templates, and a customer-journey-oriented approach.

A customer experience leader in the retail industry commented on Gartner Peer Insights, “With InMoment we found a true partner that helped us establish a strong and robust omnichannel CX approach which allows us to identify customer pain points along our major customer journeys. The platform itself provides us high flexibility in collecting customer feedback and providing tailored insights to our store and headquarter employees.”

According to Gartner, “Leaders have the Ability to Execute their vision through VoC products, services and demonstrably solid business results in the form of revenue and earnings. Leaders have significant successful customer deployments in a wide variety of industries, from small businesses to multiple proofs of deployment for more than 1,000 users. Leaders are often the vendors against which other providers measure themselves.”

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