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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.

Qualtrics // Experience Management

Qualtrics, the leader and creator of the experience management category, is a cloud-native software platform that empowers organizations to deliver exceptional experiences and build deep relationships with their customers and employees.

With insights from Qualtrics, organizations can identify and resolve the greatest friction points in their business, retain and engage top talent, and bring the right products and services to market. Nearly 20,000 organizations around the world use Qualtrics’ advanced AI to listen, understand, and take action. Qualtrics uses its vast universe of experience data to form the largest database of human sentiment in the world. Qualtrics is co-headquartered in Provo, Utah and Seattle.

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The Gartner® Magic Quadrant™ for Customer Data Platforms is out

See the full report, compliments of ActionIQ.

ActionIQ Named a Visionary in the Inaugural Gartner® Magic Quadrant™ for Customer Data Platforms

NEW YORK, NY — February 21, 2024 — ActionIQ , the leading Composable Customer Data Platform (CDP), announced today it has been named a Visionary on the inaugural Gartner® Magic Quadrant™ for CDPs , identifying those solutions that help connect a brands’ customer data with personalized experiences. Gartner recognized ActionIQ on its ability to execute and completeness of vision.

“Being recognized as a Visionary in this inaugural Magic Quadrant by Gartner is, we feel, a significant validation of our strategic approach and the outstanding efforts of our team and, unlike bundled CDPs, reverse ETL tools, and marketing clouds, underscores the tangible benefits our composable CDP platform offers clients,” said Tasso Argyros, CEO and co-founder of ActionIQ.

ActionIQ client Atlassian Corporation (NASDAQ: TEAM), a leading provider of team collaboration and productivity software, moved from using a legacy bundled CDP to harnessing the power of ActionIQ’s composable CDP, leading to remarkable accomplishments including a 71% increase in customer conversion rates and an 65% reduction in campaign production time.

“ActionIQ has transformed our operations,” said Glen Shillinglaw , Global VP of Marketing Operations at Atlassian. “With our previous, non-composable solution, data movement was costly, system performance lagged, and it struggled to match our scale.”

ActionIQ allows clients to:

• Build smart audiences using data from any source
• Personalize customer interactions in real-time
• Orchestrate customer journeys across any channel
• Activate customer data from data warehouses into marketing and customer experience tools without making copies
• Resolve identities and drive more efficient ad spend
• Enhance GenAI models with real context from the customer experience

“ActionIQ is capable of tremendous scale and this makes us appealing to enterprises, unlike many CDPs and alternate approaches,” said Justin Debrabant , Chief Product Officer at ActionIQ. “However, our client profile is extremely diverse.

Discover why ActionIQ is a Visionary in the Gartner Magic Quadrant for Customer Data Platforms with this complimentary report . Magic Quadrant reports are a culmination of rigorous, fact-based research in specific markets, providing a wide-angle view of the relative positions of the providers in markets where growth is high and provider differentiation is distinct.

Gartner Disclaimer GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, Magic Quadrant and PEER INSIGHTS are registered trademarks of Gartner, Inc. and/or its affiliates and are used herein with permission. All rights reserved.Gartner does not endorse any vendor, product, or service depicted in our research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. Gartner, Magic Quadrant for Customer Data Platforms, By Lizzy Foo Kune , Benjamin Bloom , Rachel Smith , Adriel Tey , Suzanne White , David Walters , 14 February 2024.

About ActionIQ ActionIQ, the leading Composable Customer Data Platform is designed for enterprise brands who want to grow faster and deliver meaningful experiences for their customers. Built for data in constant motion, ActionIQ’s unique composable architecture gives marketers easy and secure ways to activate data anywhere in the customer experience while keeping data securely where it lives. Unify data from any source, build smart audiences, resolve customer identities, and design personalized interactions that unlock revenue across the entire customer lifecycle – all while helping technical teams extend existing technology investments to manage data governance, costs, and performance. Enterprise brands such as Albertsons, Atlassian, Bloomberg, DoorDash, HP, and many more use ActionIQ to drive growth through extraordinary customer experiences. Learn more at actioniq.com .

For media inquiries, please contact: Lane Buschel TrueStoryPR for ActionIQ [email protected]

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Medallia Named a Leader in the 2024 Gartner® Magic Quadrant™ for Voice of the Customer Platforms report

Gartner ranks Medallia highest in all four Use Cases in the 2024 Critical Capabilities for Voice of the Customer Platforms

PLEASANTON, Calif. – March 19, 2024– Medallia, Inc. , the global leader in customer and employee experience, today announced that it has been named a Leader for the third consecutive year in the Gartner Magic Quadrant™ for Voice of the Customer (VoC). Medallia was named a leader for its Ability To Execute’ and Completeness Of Vision.

“Medallia is so proud to be named a leader in the Gartner Magic Quadrant™ for Voice of Customer,” said Joe Tyrrell, CEO at Medallia. “Medallia has invested over $750 million in the past two years to strengthen core voice of the customer product offerings as well as expanded generative AI capabilities to help brands shift from simply looking at data and analytics to taking action, in real-time, to deliver personalized experiences at scale. With this our customers are able to more easily understand the difference between data that is interesting and the data that is truly important to improving experiences.”

Medallia also received the highest ranking for the four use cases (Overall CX, Brand Perception & Digital Journey, Drive Revenue Growth, and Customer Service & Retention) evaluated in the 2024 Critical Capabilities for Voice of the Customer Platforms report.

Critical Capabilities research complements a Gartner Magic Quadrant by allowing deeper insight into the providers’ product or service offerings by identifying which ones best fit various use cases. Magic Quadrants position vendors in a market, while Critical Capabilities provides a deeper dive into the providers’ product and service offerings. Magic Quadrants contain a broader analysis of the vendors in a market, while the companion Critical Capabilities directly focuses on the product/service offering.**

 We believe that “the competition for customer loyalty and retention has never been higher. Medallia’s unified, enterprise-grade experience platform has a proven ability to measure and deliver a positive ROI from customer programs in multiple uses for large and complex organizations,” said Simonetta Turek, Chief Product Officer at Medallia. ”Our 20-year commitment to breaking down silos across the organization to empower teams across the end-to-end customer journey to impact customer satisfaction and revenue growth is a clear differentiator across the CX industry.”

To learn more about Medallia’s industry leadership, visit our site at: https://www.medallia.com/why-medallia/

About Gartner Gartner, Magic Quadrant™ for Voice of the Customer Platforms, 31 January 2024, Michael Maziarka, et. Al.

**Gartner Research Methodologies, " Gartner Critical Capabilities", "March 15, 2024", https://www.gartner.com/en/research/methodologies/research-methodologies-gartner-critical-capabilities

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

This Gartner, Magic Quadrant for Voice of the Customer Platforms report was not published in 2022 and 2023

GARTNER is a registered trademark and service mark, and MAGIC QUADRANT is a registered trademark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and are used herein with permission. All rights reserved.

About Medallia 

Medallia is the pioneer and market leader in customer, employee, citizen, and patient experience. As the leading enterprise experience platform, Medallia Experience Cloud is the mission-critical system of record that makes all other applications customer and employee aware. The platform captures billions of experience signals across interactions including all voice, video, digital, IoT, social media, and corporate-messaging tools. Medallia uses proprietary artificial intelligence and machine learning technology to automatically reveal predictive insights that drive powerful business actions and outcomes. Medallia customers reduce churn, turn detractors into promoters and buyers, create in-the-moment cross-sell and up-sell opportunities, and drive revenue-impacting business decisions, providing clear and potent returns on investment. For more information visit www.medallia.com .

© 2024 Medallia, Inc. All rights reserved. Medallia®, the Medallia logo, and the names and marks associated with Medallia’s products are trademarks of Medallia. All other trademarks are the property of their respective owners.

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Zoho has been recognized as a Niche Player in 2022 Gartner® Magic Quadrant™ for Analytics and Business Intelligence Platforms.

Gartner has recognized Zoho Analytics as a Niche Player in the 2022 Magic Quadrant for Analytics and Business Intelligence Platforms.

Zoho Analytics, is a modern BI and analytics platform for any business. Delivers a unified data management and analytics suite that lets you integrate data, visually prepare & analyze it, create stunning visualizations and discover hidden insights within minutes.

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• Gartner, Magic Quadrant for Analytics and Business Intelligence Platforms, 22 March 2022, By Austin Kronz, Kurt Schlegel Et Al.
• Gartner does not endorse any vendor, product or service depicted in its research publications and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
• GARTNER and Magic Quadrant are registered trademarks and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and are used herein with permission. All rights reserved.
• This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Zoho.

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Microsoft is again named a leader in the 2024 gartner® magic quadrant™ for security information and event management​​.

• By Rob Lefferts, Corporate Vice President, Microsoft Threat Protection
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We are pleased to announce that Microsoft has been recognized as a Leader in the Gartner® Magic Quadrant™ for Security Information and Event Management (SIEM) . 1  We believe our position in the Leaders quadrant validates our vision and continued investments in Microsoft Sentinel making it a best-in-class, cloud-native SIEM solution. In addition, we are honored to be recognized for our Completeness of Vision. We feel this reflects our deep commitment to listening and delivering on our customer’s security priorities, like the need to simplify operations, rapidly disrupt cyberthreats, and supercharge the security operations center (SOC). In a significant step, we have launched the unified security operations platform, a single experience across security information and event management (SIEM), extended detection and response (XDR), and Microsoft Copilot for Security.

Are you a regular user of Microsoft Sentinel? Review your experience on Gartner Peer Insights™ and get a $25 gift card.  

Microsoft Sentinel is enriched by AI, automation, and Microsoft’s deep understanding of the threat landscape, empowering defenders to hunt and resolve critical threats at machine speed. Our comprehensive solution works seamlessly across multiple clouds, platforms, and security stacks offering many out-of-the-box connectors and customizable content to effectively protect the entire digital estate at scale. Leveraging our capabilities, customers have seen up to 234% return on investment (ROI) over a three-year period and have reduced costs as much as 44% by discontinuing legacy SIEM solutions. 2 

Microsoft is on a mission to modernize security operations, enabling analysts to act swiftly and more efficiently with a robust, cost-optimized, and intuitive solution.

Build next-generation security operations powered by the cloud and AI.

Transforming Security Operations 

Tens of thousands of customers trust Microsoft Sentinel to accelerate protection of their organizations with a simplified, scalable, and comprehensive approach. Over the last year, our engineering team has been hard at work delivering new innovations in several key areas, including:    

• A comprehensive and unified security operations platform : The platform blends the best of SIEM, XDR, AI, Threat Intelligence, and extended posture management into a single experience offering end-to-end protection by consolidating various security operations tools into a single, coherent experience, powered by generative AI. In the unified security operations platform, features are unified across Microsoft Sentinel and Microsoft Defender XDR , with embedded Copilot for Security, to deliver more comprehensive protection, speeding up time to respond and reducing the workload on analysts. 
• Robust out-of-the-box content:  To effectively protect all clouds and platforms, Microsoft Sentinel offers pre-built content and solution packages that can be customized enabling detection, response, and defensive capabilities in the SOC. Over the last few months, we have enhanced our multicloud data collection (AWS and GCP), updated codeless connectors, expanded data coverage to more third-party sources, and extended protection to various critical business applications (SAP, Microsoft Dynamics 365, and Power Platform) among many more innovations. 
• Splunk SIEM migration tool : We announced the general availability of the new SIEM Migration tool to simplify and accelerate SIEM migrations to Microsoft with automated assistance. Today, the experience supports conversion of Splunk detections to Microsoft Sentinel analytics rules with more capabilities coming in the months ahead. 
• SOC efficiency:  SOC optimization capability enables security teams to customize and manage their SIEM more efficiently for specific business and security requirements. With dynamic, research backed recommendations to optimize data usage, costs, and coverage against relevant threats, analysts can confidently identify opportunities to reduce costs, improve security posture, and see value more quickly. 

Copilot for Security

• Copilot for Security:   Copilot empowers security teams to make informed decisions in the SOC to protect at the speed and scale of AI. It offers skills to translate natural language to Kusto Query Language (KQL), accelerate incident investigation and response by automating manual tasks with customizable promptbooks, summarizes incidents with full context, helps prevent breaches with dynamic insights from Microsoft Threat Intelligence, and more. 
• Enhanced incident experience: The new incidents page experience provides more context for SOC analysts to efficiently triage, investigate, and respond quickly to incidents. Many new investigation, response, and incident management features offer the analysts the information and tools necessary to understand the incident and full scope of the breach while making navigation easy and context switching less frequent. New features include top insights, a new activity log for incident audits, a Log Analytics query window to investigate logs and more. 

Download the complimentary report to get more details on our positioning as a Leader. Our customers and partners have been an invaluable part of this multiyear journey. We owe our immense gratitude to you. 

Looking forward 

In 2024 we’ll continue to listen to customer needs and further enhance Microsoft Sentinel’s advanced threat-protection capabilities to empower defenders and drive efficiencies for SOC teams.  

To learn more about Microsoft Security solutions, visit our  website.  Bookmark the  Security blog  to keep up with our expert coverage on security matters. Also, follow us on LinkedIn ( Microsoft Security ) and X ( @MSFTSecurity ) for the latest news and updates on cybersecurity

1 Gartner® Magic Quadrant™ for Security Information and Event Management, Andrew Davies, Mitchell Schneider, Rustam Malik, Eric Ahlm, May 8 2024.

Gartner does not endorse any vendor, product or service depicted in its research publications and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s Research & Advisory organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. 

Gartner Peer Insights content consists of the opinions of individual end users based on their own experiences with the vendors listed on the platform, should not be construed as statements of fact, nor do they represent the views of Gartner or its affiliates. Gartner does not endorse any vendor, product or service depicted in this content nor makes any warranties, expressed or implied, with respect to this content, about its accuracy or completeness, including any warranties of merchantability or fitness for a particular purpose. 

This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Microsoft. 

GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, Magic Quadrant is a registered trademark of Gartner, Inc. and/or its affiliates and is used herein with permission. All rights reserved. 

2 The Total Economic Impact™ of Microsoft Sentinel , a commissioned study conducted by Forrester Consulting on behalf of Microsoft. Results are for a composite organization based on interviewed customers. 

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2024 Gartner® Magic Quadrant™ for Analytics and Business Intelligence Platforms

Like every year, the 2024 Gartner Magic Quadrant for BI and Analytics report will provide an expert and impartial view of the BI landscape from a trusted source. We look forward to its release and to share the results of this important annual assessment of Qlik Analytics.

Qlik will make the 2024 Gartner report for business intelligence available as soon as it’s released.

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In 2023, Gartner named Qlik a Leader for the 13th year in a row. To find out why, download the current Gartner Magic Quadrant for Analytics and BI Platforms report.

Gartner Magic Quadrant report definition of analytics and BI platforms

Per Gartner, “Analytics and business intelligence (ABI) platforms enable less technical users, including businesspeople, to model, analyze, explore, share and manage data, and collaborate and share findings, enabled by IT and augmented by artificial intelligence (AI). ABI platforms may optionally include the ability to create, modify or enrich a semantic model including business rules.”

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Learn what made Qlik a Gartner Magic Quadrant Leader for Analytics and BI platforms for the 13th year in a row.

This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Qlik.

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

Gartner and Magic Quadrant are registered trademarks of Gartner, Inc. and/or its affiliates in the U.S. and internationally and are used herein with permission. All rights reserved.

Going Beyond The 2024 Magic Quadrant™ for Customer Data Platforms: Hot News for The CDP Landscape

We explore the key trends in the customer data platform (cdp) landscape. plus, we cover the 2024 gartner® magic quadrant™ for customer data platforms ..

There’s been a lot of coverage about the CDP landscape this year. Can you talk about what reports have come out and why this year has seen such an increase in coverage of the category?

Specifically, I’ve worked at Tealium for about seven years now and headed up our analyst relations program. It’s been interesting to see all the coverage of the CD P landscape this year. So, IDC has a bunch of market scapes where they cover different types of CDPs and different verticals. Forrester has a B2C CDP wave on their calendar for this year for the first time… And they’ve been doing the B2B CDP wave for a few years now. And of course, this year, the big news was Gartner® finally joined with a 2024 Magic Quadrant™ for Customer Data Platforms.

The Magic Quadrant™ is exciting for me personally. When you think about, being a product marketer and kind of building a category is kind of the coolest thing you could do and you always dream about having a magic quadrant kind of covering the categories. It helps people who are looking at CDPs pick the right one.

You mentioned that Tealium was named a Leader in The 2024 Gartner® Magic Quadrant™ for Customer Data Platforms ! What is that and what does that mean? Why do you think Tealium was named a Leader?

I recommend reading the report (available on our website for a complimentary download ).

My opinion on why we were positioned well to be named a Leader in 2024 Magic Quadrant™ harkens back to what our vision is and our philosophy for how we manage customer data .

1) Neutrality and Flexibility: We think about ourselves as the Switzerland of data, we work with everybody. We think the ecosystem needs a neutral player who’s not part of a larger collection of tools because that means we can focus on just managing the data for maximum flexibility. At a certain point in time, we called our product suite “The Universal Data Hub”… So you can see our ambition for having mastery across a large number of different types of data.

2) Expertise in Highly Regulated Industries: Whenever you’re working in a regulated industry, there’s a higher standard for control over the data. We bring that expertise to bear for those industries. Our customers gain the advantage of our expertise around having control so that you can do differentiated things using your unique data because that’s going to separate you from the competition.

3) Enterprise Readiness: We put a lot of effort into making our system extremely scalable and reliable. Our Customer Success team is a valuable resource for our customers to get down in the foxhole and solve these customer data challenges which are always unique to every data landscape out there.

Additionally, we have a large partner network that has technology partners, services partners, and systems integrators to surround Tealium’s technology. We’re giving our customers a whole solution, which I think is something that played into our ratings.

CDPs are a hot topic in today’s data landscape as they address several important market forces ( AI , data collection/activation, data privacy , and more). What’s happening with CDPs? Are they being touted as a holistic solution to a lot of these topics?

Well, they certainly can’t solve every problem, but it can be part of solving a lot of problems! It’s been an interesting ride since the early days. I’ve been around for most of the ride since the CDP was named as a category around 2013.

For a long time there, there were a lot of doubters. The CDP category was called a passing fad by a major organization . But Tealium’s vision for what we’ve been delivering hasn’t really changed at all. 

If you go back in time, one of the first things our CEO Jeff Lunsford told me was about the five mandates for digital transformation. Those five mandates were:

• Putting The Customer At The Center not only operationally like you hear about from Amazon, putting an empty chair for the customer at board meetings, but also technologically. Your view of the customer should be baked into the center of all of your operations.
• Real-Time Data As A Requirement is one that we’re seeing that amp up these days.
• Data Privacy is important too. When it comes to the above, it means doing it all in a privacy-centric way, and you’re seeing that become more important. Remember, this mandate was before GDPR came out back in 2018. That supercharged global regulations starting in Europe.
• AI and ML Ready means that you manage your data in a way that you’re going to be able to take advantage of … For example, automating the insights from that data, which I think we can all agree is becoming a very important thing in the market today.
• Eliminating Data Silos is part of the idea that data should flow freely through the enterprise. In the early days, a lot of people viewed CDPs as a marketing system. We were a little different! We had the universal vision which we’re seeing play out with more data sources like call centers.

Download your complimentary copy of The 2024 Gartner® Magic Quadrant™ for Customer Data Platforms .

Gartner ® , Magic Quadrant for Customer Data, Lizzy Foo Kune, Rachel Smith, Benjamin Bloom, Suzanne White, Adriel Tel, David Walters, February 14, 2024. GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and HYPE CYCLE and MAGIC QUADRANT are registered trademarks of Gartner, Inc. and/or its affiliates and are used herein with permission. All rights reserved. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

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Why Bloomreach’s Innovations in AI are Recognized by Industry Analysts

By Anirban Bardalaye

AI has always been a part of Bloomreach, and it’s been the driving force behind our products since the very beginning . Our AI — Loomi — was built with ecommerce use cases and challenges in mind, and it’s what allows us to deliver impactful product discovery , merchandising , and more. 

Given that we power 25% of the world’s ecommerce, we’re constantly evaluating this data to identify additional areas of value for our customers. That’s why, with the rise of generative AI — and the unprecedented pace of technological transformation that came with it — we’ve been able to unlock incredible opportunities to innovate with AI. 

As a result, Bloomreach has been recognized as a Leader in the 2024 Gartner® Magic Quadrant™ for Search and Product Discovery and a Leader by Forrester over the past year. Learn more about our recent distinctions and how AI helped us get here. 

Bloomreach Receives Industry Recognition 

We’ve done some amazing work with AI in product discovery over the last few years, and we believe that is the reason for our industry recognitions. 

We’ve recently been recognized as a Leader in the 2024 Gartner® Magic Quadrant™ for Search and Product Discovery. Gartner evaluated Bloomreach for our product Bloomreach Discovery in the report. 

Meanwhile, we were also named a Leader in The Forrester Wave™: Commerce Search and Product Discovery, Q3 2023. Forrester had this to say about Bloomreach Discovery in their writeup: 

“Bloomreach balances broad functionality with modular architecture. Bloomreach is a well-established player in this market that continues to acquire and internally innovate. Its strong vision puts the merchandiser at the center of its strategic decisions.” 

Taking Product Discovery to the Next Level 

How did we manage to be recognized by industry analysts? It all comes down to generative AI. Generative AI advancements have allowed us to take advantage of technologies like two-tower neural networks and large language models (LLMs) to greatly scale up the way we train AI models. This, in turn, has also sped up our ability to enhance product discovery and create truly personalized experiences. 

One of our latest ways of introducing LLMs into product discovery is a feature we call LLM-based precision . At a high level, this is a way to reduce noise in your search results. Traditionally, this common problem has been solved by leveraging pixel data and intelligent ranking strategies, but that doesn’t work for every query. By leveraging LLMs and their superior contextual understanding, we can now solve this in a pixel-less way. The results for customers are already staggering. One brand saw its average CVR increase from 4% to 7%, its search bounce rate decrease by 2-3% points, and its search RPV increase by 25% — all within seven days of turning on the feature. These results are just from applying LLM to one specific area of search recall, and we see many more ways to incorporate it across all of product discovery.

Another AI-powered feature we’ve introduced is real-time segments . As customers take actions on the site — even if it’s their first visit — Loomi learns from that behavior and updates search results in real time to match their preferences. Loomi essentially looks at your audience segments and then trains itself on the dataset so it can build personalized rankings for each segment. 

Let’s say a customer searches for “jackets” on your site. That first search may lead to a wide range of results. But as the customer views items and makes additional search queries, Loomi will take that info, along with any other relevant customer data it’s analyzed, and make updates within milliseconds to match those preferences. So if this customer is in the UK and likes hiking — the results they see for jackets will end up being very different from, say, a customer in Australia who likes cycling. 

Our innovations with AI are what make this level of personalization possible, and it’s also opened up new avenues for personalization, like our recently released "Shop the Look" feature. This feature allows shoppers to upload an image and get personalized product recommendations — without needing to type a single word. Loomi can process visual data for fashion catalogs, extract the right product information, and then instantly serve up products with similar attributes, representing a huge leap forward in how AI can deliver seamlessly personalized experiences for consumers.

We’ve made incredible strides in using AI to improve the online shopping experience, and it’s an honor to have these innovations recognized by such authoritative voices in the industry. And as I mentioned earlier, we’re always on the search for new ways to bring value to our customers. We have some exciting innovations coming out that will continue to set us apart from other solutions on the market — follow along to stay up to date.

Gartner, Magic Quadrant for Search and Product Discovery, Mike Lowndes, Aditya Vasudevan, 13 May 2024

GARTNER is a registered trademark and service mark of Gartner and Magic Quadrant is a registered trademark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and are used herein with permission. All rights reserved.

This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Bloomreach.

Gartner does not endorse any vendor, product, or service in its research publications and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

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Anirban Bardalaye

Chief Product Officer, Bloomreach

Anirban Bardalaye leads the development and execution of strategy to accelerate the growth of Bloomreach's product pillars — Discovery, Engagement, and Content. Prior to joining Bloomreach, Anirban served as Vice President of Product Management, Commerce Cloud, at Salesforce. He holds an MBA from the University of Chicago Booth School of Business, a dual MS in Systems Science and Mechanical Engineering from Louisiana State University, and a BE in Mechanical Engineering from National Institute of Technology, Rourkela.

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Key Takeaways: 2024 Gartner Magic Quadrant for Process Mining Tools

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The editors at Solutions Review highlight the key takeaways from the 2024 Magic Quadrant for Process Mining Tools  and analyze the report.

Analyst house Gartner, Inc. recently released its inaugural Magic Quadrant for Process Mining Tools . Gartner says process mining tools “are designed to discover, monitor, and improve processes by extracting knowledge from events captured in information systems to continuously deliver visibility and insights.” The report also says that these solutions must come equipped with comparative process mining and process models, analysis, and enhancement, at minimum.

Gartner also lists some of the standard features available with these tools. They include process orchestration, GenAI-powered capabilities, execution support, data access and preparation, business activity monitoring, task mining, and advanced process analysis.

In this updated Magic Quadrant, Gartner identifies eighteen of the most significant Process Mining solution  providers in the marketplace.  The researchers behind the report—Marc Kerremans, David Sugden, and Nick Duffy—evaluated the strengths and weaknesses of each provider listed and ranked them on the signature “Magic Quadrant” graph, which illustrates each vendor’s ability to execute its vision. The diagram includes four quadrants: leaders, challengers, niche players, and visionaries.

Below is a breakdown of each category and the companies associated with it. Solutions Review’s rundown of last year’s Magic Quadrant for Process Mining Tools is available here .

Celonis is once again the frontrunner in the Leader category. Its solution, the Celonis Process Intelligence Platform, is a containerized, microservices-based cloud platform. Gartner spotlights Celonis’ strengths in the marketplace: its extensive customer base, innovative marketing strategy, and Process Intelligence Graph solution modeled in an object-centric process data model that can function as an extensible digital twin of a user’s business. The company also benefits from acquiring Symbio, a process repository tool that has helped it expand its AI capabilities.

Software AG also returns as a Leader in Gartner’s report with its ARIS Process Mining solution, version 10 SR23. The solution can be purchased as a standalone or integrated offering with the broader ARIS Suite. ARIS Process Mining earns top marks for its process orchestration capabilities, generative AI adoption, and growing user community, featuring over 750,000 members who regularly share best practices, news, and blogs. Another strength is Software AG’s customer engagement for product feedback, which the company incorporates into its product roadmap.

SAP Signavio earns its spot in the category with two process mining offerings: SAP Signavio Process Intelligence and SAP Signavio Process Insights, version 17.4. Both solutions are part of the SAP Signavio Process Transformation Suite and include process modeling, data access, journey modeling, process model enhancement, process collaboration, and governance capabilities. Strengths include its market positioning, alignment with SAP’s overall go-to-market approach, and AI functionalities, including a text-to-query-to-widget, automatic event log enhancement, dashboard AI assistant, a problem space identifier, and the Journey-to-Process Analytics AI tool.

Microsoft’s Power Automate Process Mining solution is a Leader in this year’s solution, a change from its placement in the Challenger category last year. Microsoft Power Automate Process Mining combines the capabilities of task mining and Minit process mining, the latter of which is integrated into the Power Automate suite. According to Gartner’s report, Microsoft’s strengths as a process mining vendor include its advanced analytics functionalities, task mining capabilities, and implementation of generative AI technology via GPT-3.5 Turbo from OpenAI.

The Apromore Enterprise Edition 9.3 solution is another returning Leader in the report. Its offering provides companies with a single, integrated, no-code environment for process mining, modeling, simulation, and monitoring. It supports object-centric process mining (OCPM) at data modeling and discovery analysis levels. Apromore’s solution is well-regarded for the ease of use its no-code environment provides to users, its unique task-mining features, and its innovation roadmap, driven by AI-powered tools and predictive dashboards.

Like Microsoft, UiPath also moved from the Challenger category to the Leaders. Its process mining solutions include UiPath Process Mining, UiPath Task Mining, and UiPath Communications Mining, version 2023.6, all components of UiPath’s Business Automation Platform. Gartner identifies the company’s greatest strengths as a process mining vendor: its position in the market, its ability to combine holistic process intelligence with execution and AI-powered automation, and its overall approach to automation capabilities.

MEHRWERK is back as a Leader with its mpmX Process Excellence Platform, which combines mpmX analytics with mpmX execution. While the company is primarily based in Europe, it’s expanding its presence in the United States to continue supporting its clients in banking, financial services, insurance, automotive, manufacturing, IT, and other industries. Strengths include its recent addition of an OCR module based on several AI models, its market vision, and its data access and management capabilities, which it gets from running natively on Qlik’s BI platform.

Appian moved from the Niche Player category to the Leader in this year’s report. Its process mining solution—Appian Process Mining, version 5.9—is part of its broader Appian Platform suite and integrates its process mining toolset into Appian’s process automation solution. Gartner identifies the company’s most compelling strengths as being its support for process execution, data fabric innovations, and market positioning, which is built off its plans to develop a new category of holistic process management platform.

ABBYY closes out the category with ABBYY Timeline, version 6.04. The platform benefits from ABBYY’s optical character recognition (OCR)  and intelligent document processing (IDP) capabilities and its  pre-built integration with SS&C Blue Prism via Blue Prism Process Intelligence. ABBYY Timeline is delivered via ABBYY’s multitenant-hosted SaaS environment on AWS but is also available for private installation via AWS or Microsoft Azure, alongside an on-premises option.

Challengers

IBM is the sole Challenger in this year’s Magic Quadrant. Its solution is IBM Process Mining, version 1.14.1, which falls into IBM’s strategy of providing companies with a “one-stop shop” for AI-powered business automation features. The platform can be deployed via OpenShift, SaaS, and on-premises via IBM Cloud Paks. It receives high marks for its ability to offer a “complete” solution for intelligent automation, its in-depth understanding of individual marks, and its customer experience, which receives consistently high  evaluations in Gartner Peer Insights feedback for integration, deployment, retention rate, and Net Promoter Score.

Niche Players

Skan is the first Niche Player in the report and one of several new additions to the Process Mining Magic Quadrant. Its offering is Skan Process Intelligence, version 3.2.2, available in the cloud and on-premises. It uses process and task mining capabilities to extract process insights and can generate event logs via task capture based on user observations. It differentiates itself in the market with its process discovery functionalities, above-average customer retention rate, and GenAI-powered ProcessGPT suite, further complemented by Skan’s Autonomous Learning and Optimization system.

StereoLOGIC returns to the Niche Player category with the StereoLOGIC Integrated Task & Process Mining Platform, version 2023, and StereoLOGIC Unattended Task Mining, version 2023. One of StereoLOGIC’s strengths is that it functions from a task mining perspective and captures events on an end-user desktop, terminal, or mobile device before applying patent-based engines to derive the processes. Other notable features include faster implementations, accessible data sets, and proprietary pattern recognition technology.

Cyclone Robotics and its Process Intelligence solution are also new to the report. The company is primarily a robotic process automation (RPA) vendor, but it’s expanded its suite to include process mining capabilities, which are deeply integrated with its RPA, BPA, and Integration Platform as a Service (iPaaS) offerings. Some of its defining strengths include its focus on China’s process mining marketplace, native task mining capability, and its marketing strategies, which focus on encouraging its RPA clients to renew and convert to its additive process mining functionalities. 

Proxverse, alongside the following two vendors, are the other newcomers to Gartner’s report. Proxverse’s process mining offering is Proxverse Studio, version 2.98, which consists of four modules: Data Fusion (ETL), Process Mining & Analysis, Process Management, and Low-Code Automation. It differentiates itself in the market with its co-innovation strategies with partners, its ability to be agile in response to market trends, and its promotions in China, where it hosts industry-specific webinars and workshops on process mining.

UpFlux’s process mining offering is available as a cloud-based and on-premises solution and primarily focuses on Latin American companies in healthcare, banking, IT services, telecommunications, and consumer goods. According to feedback from Gartner Peer Insights, UpFlux has some of the highest levels of client satisfaction among process mining vendors, which is reinforced by a solid understanding of the process mining market and its evolving trends.

mindzie is the final Niche Player in this Magic Quadrant. Its process mining offering, mindzie Studio, is available as a desktop, on-premises enterprise, and SaaS solution. While the company started working with small and mid-size businesses, it now works with larger clients wanting smaller implementations. Strengths include its pricing strategies, customer experience and support services, and its generative AI integrations, which are trained on mindzie’s custom block language.

Visionaries

QPR Software returns to the Visionaries category with the QPR ProcessAnalyzer, version 2023.4. This platform provides one-click root cause analysis, advanced influence and clustering analyses, machine learning tools, and predictive capabilities. It’s also the only process mining software running natively in Snowflake Data Cloud, which guarantees higher data security, more accessible data governance, and off-the-shelf scalability. Other strengths include its prioritization of the digital twin of an organization (DTO) use case and a marketing strategy that focuses on existing customers in its target markets.

Pegasystems has moved from a Niche Player to a Visionary. For this report, Gartner examined Pega Process Mining, version 1.0.0, and Pega Workforce Intelligence, version 8.8, for task mining tools. Both solutions are part of Pega Platform ’23. Its strengths as a vendor include its ability to support the entire process lifecycle, its case-based pricing model, and its identification of process mining as a significant driver in process intelligence, orchestration, and autonomous actions.

This article was written by William Jepma on May 13, 2024

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William Jepma

Writer, editor, and analyst.

William Jepma is an editor, writer, and analyst at Solutions Review who aims to keep readers across industries informed and excited about the newest developments in Enterprise Resource Planning (ERP), Customer Relationship Management (CRM), Business Process Management (BPM), Marketing Automation, and other WorkTech categories. You can connect with him on LinkedIn or reach him via email at [email protected].

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Infor Named a Leader in 2024 Gartner Magic Quadrant for Warehouse Management Systems

United States - May 06, 2024, 11:00 AM

Company Celebrates Sixth Consecutive Year of being placed in the Leaders Quadrant

NEW YORK – May 6, 2024 – Infor , the industry cloud company, today announced that Gartner® Inc. has positioned the company as a Leader, for the sixth consecutive time, in its 2024 Magic Quadrant™ for Warehouse Management Systems (WMS). Infor was positioned in the Leaders Quadrant for its ability to execute and its completeness of vision.

Infor warehouse management system (WMS), Infor® WMS, enables agile fulfillment and combines advanced warehousing capabilities with highly configurable rules, built-in labor, task, and inventory management, as well as 3D visualization, in a single intuitive solution. The unified approach lets businesses holistically assess requirements, incorporate value-added services, prioritize tasks, and eliminate bottlenecks. In this way, Infor enables perfect order fulfillment, while improving throughput and costs.

“Leading organizations around the world rely on their warehouses to keep the supply chain moving as c ustomers continue to have elevated expectations around service and value. Market dynamics, evolving product portfolios, growing complexity, and a changing labor force challenge companies to leverage automation and better utilize assets to fuel profitable growth. It is more important than ever to leverage cloud technology to consistently deliver on availability, cost, and speed,” said Vishal Minocha, Infor vice president of product management. “We believe this Leader positioning for Infor further proves that the company is a market leader with a strong vision for its WMS solution and the benefits it can bring to customers.”

For more information please visit: https://www.infor.com/solutions/scm/warehousing/warehouse-management-system .

Gartner, Magic Quadrant for Warehouse Management Systems, By  Simon Tunstall ,  Dwight Klappich ,  Rishabh Narang ,  Federica Stufano , 2 May 2024

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and Magic Quadrant is a registered trademark of Gartner, Inc. and/or its affiliates and are used herein with permission. All rights reserved. # # #

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Jon Leiberman, Infor  [email protected]    

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