TCXT is a section of our blog where our Director of QuestionPro Customer Experience reflects and shares his thoughts on everyday moments and their relationship to customer experience.
Ken Peterson shares his thoughts on how everyday moments shape customer experience. Read on to discover his perspective.
It is a headline worth noting: “A Dual Crown of Excellence: QuestionPro CX’s Unprecedented Achievement in Voice-of-the-Customer and Customer Journey Management Softwares.”
I’ve long known that the world of Customer Experience software is a highly competitive, rapidly evolving landscape where genuine innovation and proven results are the only benchmarks that truly matter.
In my prior roles, I partnered with many of these same companies that I now compete against. Amidst this constant flux, QuestionPro and their Customer Experience software has once again risen above the fray, achieving a monumental and unprecedented distinction: being recognized as a leader in both Voice-of-the-Customer (VoC) and Customer Journey Mapping (CJM) by QKS for the second consecutive year.
This is not just an award; it is a powerful validation of QuestionPro’s holistic, integrated approach to Customer Experience – a testament to its technology, its vision, and its profound commitment to helping organizations truly understand and act upon the complex realities of their customer base through their philosophy of Understanding Journeys and Taking Action. Crucially, QuestionPro CX stands alone as the only Voice-of-the-Customer software to secure this dual-leadership status, underscoring its unique and indispensable position in the Customer Experience software ecosystem.
This repeat, dual recognition from QKS (a leading industry analyst firm) signifies a maturity and superiority that transcends the typical software category. Most VoC platforms excel at data collection and analysis, perhaps offering powerful dashboards and text analytics.
Similarly, many Customer Journey Mapping tools provide beautiful visualizations and workflow planning. However, the true value—the catalytic force that drives meaningful business change—lies in the seamless, symbiotic connection between these two disciplines.
The customer journey is the context—the “where” and “when” the experience happens. The Voice-of-the-Customer is the content—the “what” and “why” the customer thinks and feels. The QuestionPro Customer Experience product team has masterfully bridged this gap, integrating the data stream into the journey framework, making it not just a tool for listening, but a tool for understanding and strategic action – connecting them together with our Outer Loop action and project management tool.
The Voice-of-the-Customer recognition is a clear nod to QuestionPro’s robust capabilities in capturing feedback across every conceivable touchpoint. From Net Promoter Score (NPS) surveys embedded in applications and transactional feedback following a support interaction, to passive feedback captured through AI-driven text and sentiment analysis of social media and review sites, the platform offers an unparalleled, 360-degree view of the customer’s sentiment.
Its ability to intelligently segment, analyze vast quantities of unstructured data, and translate it into clear, actionable insights is what elevates it above competitors. Companies don’t just get a score; they get a narrative, a breakdown of drivers, and a prioritized list of pain points, making the transition from data to decision-making instantaneous.
Even further, by looking at the available action tools in the market, QuestionPro Customer Experience has decided to combine the best features from all those tools into their enhanced Closed-Loop Feedback CX ticketing feature. When I look at where these tools were ten years ago versus today, you can see the commitment to taking actions from all these software players. Within QuestionPro, we have included AI enhancements for responding to customers, mandated workflows, automated ticket theme tagging, root cause analytics, and tools to keep everyone informed.
However, the leadership status in Customer Journey Orchestration is arguably the more transformative piece of this dual achievement. Journey Mapping is often a manual, static exercise, resulting in a wall-mounted diagram that quickly becomes obsolete with almost no one outside that room seeing it. QuestionPro’s approach, however, is dynamic and data-driven. The platform empowers organizations to map out their customer journeys—from the initial awareness stage to post-purchase advocacy—and, most importantly, overlay real-time VoC data directly onto the map.
This is the moment of truth. CX professionals can instantly see, for instance, that a dramatic dip in the CSAT score occurs precisely at the “post-service-call follow-up” stage of the journey. The VoC data provides the “why” (e.g., “was transferred multiple times”), and the CJM tool provides the “where” to fix it. This creates a living, breathing blueprint for experience improvement, allowing teams to prototype, test, and measure the impact of changes within the context of the journey, moving beyond abstract metrics to tangible, process-level optimization.
For enterprises today, this integration is no longer a luxury—it is a competitive necessity. The market demands personalized, frictionless experiences. Without a technology platform that can seamlessly connect the feeling (VoC) to the process (CJM), companies are flying blind. They might fix a specific complaint without realizing that the root cause is a systemic flaw in an earlier stage of the customer’s interaction. By holding the dual distinction, QuestionPro CX ensures its users can eliminate these silos, providing a single source of truth for all CX initiatives.
Furthermore, being the only VoC software with this distinction for a second straight year speaks volumes about QuestionPro’s sustained commitment to innovation, not just iteration. We were also recognized as the only “Ace Performer” in the report and it confirms that the platform is not merely catching up with industry trends, but actively defining them. It signifies that the investments in AI, sophisticated text analytics, and dynamic mapping capabilities have yielded a truly differentiated product that analysts and, most importantly, customers recognize as best-in-class. This repeat performance demonstrates resilience, consistency, and a forward-thinking product strategy that anticipates the future needs of the CX profession.
In celebrating this magnificent achievement, we are celebrating more than just a software platform; we are celebrating the future of Customer Experience. QuestionPro CX has proven that the next generation of CX success will not be driven by simply collecting more data, but by synthesizing that data into a strategic context. This dual crown of excellence in both Voice-of-the-Customer and Customer Journey Mapping is the definitive proof that QuestionPro CX is the indispensable partner for any organization serious about transforming its customer relationships from mere transactions into enduring loyalty. It is an extraordinary honor, well-deserved, and a promise of continued leadership in the years to come.
I want to close out by saying Thank You to all those that contributed. If I were to be fair, I would have to list all of the nearly 500 employees at QuestionPro. It is easy to start with my Product Managers that manage the process, the Engineering Team and Developers that do everything behind the scenes to make it work, my business & technical account management teams that keep us innovating with the client needs and mind and also our marketing team that supports ongoing awareness of our products along with supporting this process of working with industry analysts. As I said, I could go on and list everyone, but instead of sitting in celebration, I am going to start focusing on where we can improve next.
You can download the QKS Voice-of-the-Customer report for free here and you can download the QKS Customer Journey Management report here.
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