Forrester Wave
The Forrester Wave represents one of the industry’s most thorough and detailed analysis of Voice of the Customer Software vendors. Vendors were rated on 26 criteria that cover current offering, strategy, and market presence.The five vendors that matter most were invited to participate.
In 2019, Forrester Research evaluated the digital voice-of-customer market and included five providers it identified as the ones that matter most. Pulse Insights was one of them, and was named a Strong Performer in The Forrester Wave™: Digital Voice-Of-The-Customer Specialist Platforms, Q2 2019.
What that evaluation was
The Forrester Wave™ is one of the few independent, criteria-based evaluations in this market: vendors are assessed against a common set of criteria, on the same scenarios, with reference customers interviewed directly. Inclusion was selective. Forrester identified the five providers that mattered most in the category, evaluated them, and published where each one stood.
What we were building then
The company Forrester evaluated in 2019 was already shaped the way we are now. A senior, hands-on team of practitioners. Embedded microsurveys that met customers inside the moment instead of after it. Progressive profiling that built durable customer understanding from declared answers, question by question. And deep integrations, because we believed insight that stays inside a survey tool is insight wasted.
From 2019’s recognition to 2026’s platform
The category Forrester evaluated was defined as a loop: collect feedback, analyze it, distribute it, and act on it. In 2019, the honest state of the whole industry was that the loop stopped at the dashboard. Acting on insights was a slide in every vendor’s deck, including ours, and a manual project in every client’s backlog.
That unfinished half of the loop is what Pulse Insights has spent the years since building. Progressive profiling grew into a zero-party data engine. The embedded microsurvey became the diagnostic step of something larger: Pulse Experience Agents detect friction in real time, ask one question to establish the cause, and deliver a response your team pre-approved, in the same session. The measurement layer that earned the 2019 recognition is now the intelligence layer of a system that acts.
Analyst evaluations age. What they capture at their best is trajectory, and ours has pointed the same direction since 2019: closer to the moment, and closer to action.