{"id":66857,"date":"2026-05-13T06:25:45","date_gmt":"2026-05-13T10:25:45","guid":{"rendered":"https:\/\/www.sogolytics.com\/blog\/?p=66857"},"modified":"2026-05-13T06:25:45","modified_gmt":"2026-05-13T10:25:45","slug":"blog-sogolytics-forrester-cfm-landscape-q1-2026","status":"publish","type":"post","link":"https:\/\/www.sogolytics.com\/blog\/blog-sogolytics-forrester-cfm-landscape-q1-2026\/","title":{"rendered":"Sogolytics Named Among Notable Vendors in Forrester\u2019s Q1 2026 Customer Feedback Landscape"},"content":{"rendered":"

Sogolytics\u00a0has been named among the notable vendors in\u00a0Forrester\u2019s Customer Feedback Management and Analytics Solutions Landscape, Q1 2026.<\/b><\/p>\n

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The recognition lands at a moment of real change in our category. Collecting customer feedback from every channel used to be the headline feature. Now\u00a0it\u2019s\u00a0a baseline assumption. Buyers have absorbed that promise, and\u00a0they\u2019re\u00a0asking a harder question: what happens after you listen?<\/p>\n

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That\u2019s\u00a0the question\u00a0we\u2019ve\u00a0been building around. And\u00a0it\u2019s\u00a0the question we think will separate the next generation of CX platforms from the last one.<\/p>\n

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Where we\u2019re\u00a0Focused, and Why?<\/h2>\n
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When Forrester invited us to\u00a0identify\u00a0the top three areas of focus for our product and roadmap, we named three: closing the loop with customers, customer journey understanding, and measuring ROI of CX.<\/p>\n

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That\u00a0wasn\u2019t\u00a0a marketing exercise. It reflects where\u00a0we\u2019ve\u00a0been investing and what our customers have been telling us matters most.<\/p>\n

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Closing the loop is about making follow-through visible and systematic, not just responding to one frustrated customer. Journey understanding is about spotting where consistency breaks down across touchpoints before it compounds into churn. And ROI measurement is the piece that keeps CX investment funded, because without it, every budget cycle becomes a fight for survival.<\/p>\n

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One Great Interaction is Easy. Sustaining it is Where Most Teams Stall<\/h2>\n
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Our own research\u00a0backs this\u00a0up.\u00a0The Sogolytics Experience Index: Customer Edition 2026<\/i><\/a>, a national survey of 1,011 U.S. adults, found that 40% of consumers were very satisfied with their most recent customer interaction. But when we asked about the quality of experiences they typically receive, only 24% said the same.<\/p>\n

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That 16-point gap tells you everything. Companies can\u00a0nail\u00a0a single moment. Delivering consistent quality across channels, touchpoints, and repeat interactions is a different problem entirely.\u00a0It\u2019s\u00a0also the problem that journey understanding, as a capability area, is designed to address.<\/p>\n

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The consequences show up fast. Our research found that 33% of consumers are\u00a0likely or\u00a0very likely\u00a0to switch to a competitor after a single negative experience. Loyalty in 2026 is conditional. It gets tested every time a customer reaches out and\u00a0doesn\u2019t\u00a0get what they expected.<\/p>\n

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\"icon\"<\/div>\n
Report<\/div>\n<\/p><\/div>\n
Our annual CX research surveyed 1,011 U.S. adults on satisfaction, trust, loyalty, and the forces reshaping customer expectations.<\/div>\n<\/p><\/div>\n
Explore the Sogolytics CX Experience Index 2026<\/div>\n
Download the Report<\/i><\/a><\/div>\n<\/p><\/div>\n
\"img\"<\/div>\n<\/div>\n
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Customers\u00a0don\u2019t\u00a0Believe\u00a0their Feedback Changes Anything<\/h2>\n
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Here\u2019s\u00a0a statistic\u00a0from our CX Index that should concern every feedback program owner: only 32% of customers said their feedback led to clear improvements. Another 26% reported minor or unclear changes. And 27% saw no change at all.<\/p>\n

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That\u2019s\u00a0not just an operational gap, but\u00a0a trust problem. Even when\u00a0organizations\u00a0act on feedback, customers\u00a0don\u2019t\u00a0see it unless someone closes the loop and makes the improvement visible.<\/p>\n

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Manual follow-up\u00a0doesn\u2019t\u00a0scale. What does scale is workflow automation that makes follow-through repeatable, trackable, and visible to the customer who gave you the input in the first place.\u00a0It\u2019s\u00a0the reason closing the loop sits at the top of our focus list.<\/p>\n

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When customers see their input leading to tangible change, it reinforces the behavior the feedback program was designed to encourage. When they\u00a0don\u2019t, they stop giving you honest answers. Or they stop answering altogether.<\/p>\n

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Measuring ROI: The Conversation CX Teams Keep Avoiding<\/h2>\n
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Most CX teams know they should measure ROI, but few can really show how feedback translates into revenue saved or costs avoided.\u00a0Our CX research found that consumers overwhelmingly prioritize cost reduction (44%) and data protection (43%) as the\u00a0area’s\u00a0brands\u00a0should focus on over the next decade. Only 16% ranked personalization as a top priority.\u00a0That\u2019s\u00a0a sharp decline from the attention personalization received just a few years ago.<\/p>\n

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The message from customers is clear.\u00a0They\u2019re\u00a0not asking for flashier experiences. They want fair pricing, trustworthy data handling, and consistent service.<\/p>\n

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CX leaders who can quantify how closing the loop reduces churn or how journey optimization lowers cost-to-serve are the ones who will keep their programs funded through the next budget cycle and beyond. The rest will spend the year defending line items.<\/p>\n

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What this Means for Your CX Platform Decision<\/h2>\n
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Our category is in\u00a0a\u00a0real\u00a0flux. Generative AI is compressing the gap between vendors on surface-level capabilities. M&A activity is redrawing category boundaries. And more organizations than ever are weighing whether to build feedback analytics capabilities in-house rather than buy them.<\/p>\n

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In that environment, the question\u00a0isn\u2019t\u00a0which vendor has the longest feature list.\u00a0It\u2019s\u00a0which vendor\u2019s strategic focus aligns with where CX is headed. Omnichannel data collection is necessary, but no longer sufficient. What separates the next generation of CX platforms is the ability to close the loop at scale, understand journeys across their full arc, and tie experience improvements to measurable business outcomes.<\/p>\n

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That\u2019s\u00a0where\u00a0we\u2019re\u00a0investing. And\u00a0it\u2019s\u00a0what we think the inclusion in the Q1 2026 Landscape reflects. If those priorities align with yours, the next step is a conversation.<\/p>\n

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See the Platform in Action<\/div>\n
Book a personalized demo to see how Sogolytics helps CX teams close the loop on feedback, map customer journeys, and measure ROI from experience improvements.<\/div>\n<\/p><\/div>\n
<\/i>Book a Demo<\/span><\/a>\n <\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

Sogolytics\u00a0has been named among the notable vendors in\u00a0Forrester\u2019s Customer Feedback Management and Analytics Solutions Landscape, Q1 2026. The recognition lands at a moment of real change in our category. Collecting customer feedback from every channel used to be the headline feature. Now\u00a0it\u2019s\u00a0a baseline assumption. Buyers have absorbed that promise, and\u00a0they\u2019re\u00a0asking a harder question: what happens after you listen? That\u2019s\u00a0the question\u00a0we\u2019ve\u00a0been building around. And\u00a0it\u2019s\u00a0the question we think will separate the next generation of CX platforms from the last one. Where we\u2019re\u00a0Focused, and Why? When Forrester invited us to\u00a0identify\u00a0the top three areas of focus for our product and roadmap, we named three: closing the loop with customers, customer journey understanding, and measuring ROI of CX. That\u00a0wasn\u2019t\u00a0a marketing exercise. It reflects where\u00a0we\u2019ve\u00a0been investing and what our customers have been telling us matters most. Closing the loop is about making follow-through visible and systematic, not just responding to one frustrated customer. Journey understanding is about spotting where consistency breaks down across touchpoints before it compounds into churn. And ROI measurement is the piece that keeps CX investment funded, because without it, every budget cycle becomes a fight for survival. One Great Interaction is Easy. Sustaining it is Where Most Teams Stall Our own research\u00a0backs this\u00a0up.\u00a0The Sogolytics Experience Index: Customer Edition 2026, a national survey of 1,011 U.S. adults, found that 40% of consumers were very satisfied with their most recent customer interaction. But when we asked about the quality of experiences they typically receive, only 24% said the same. That 16-point gap tells you […]<\/p>\n","protected":false},"author":14,"featured_media":66858,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[3,204],"tags":[176,1160,476],"yoast_head":"\nSogolytics Recognized in Forrester's Q1 2026 CFM Landscape<\/title>\n<meta name=\"description\" content=\"Sogolytics has been recognized in Forrester's Q1 2026 Customer Feedback Management and Analytics Landscape. 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