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Forrester Blogs · Read source ↗

The latest Forrester Wave™ report on Customer Feedback Management and Analytics Solutions highlights a market undergoing significant change. It notes the influence of the 'ChatGPT effect' on software expectations, akin to the earlier 'Amazon effect' on customer experiences. The report is selective, featuring only a limited number of vendors.

MyDataWork POV — Forrester's selective approach in their latest Wave report raises questions about what's left unsaid. While the 'ChatGPT effect' is praised as a significant force, the limited vendor pool indicates a restricted perspective on the market's potential. The real issue revolves around whether these tools can genuinely capture the nuanced feedback that drives meaningful change, alongside raised expectations. Without broader representation, the report risks overlooking emerging players who might better address these complexities.
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