The challenge This large telecommuni cati ons provider operates in a highly competitive market where rising customer expectations and increasing price pressure made retaining customers more challenging than ever. While the organization collected customer feedback across multiple channels, those insights weren’t connected to customer value or churn risk, making it difficult to understand which experience issues were…
Press Ganey Forsta recognized as a Leader in 2025–2026 IDC MarketScape for Worldwide Voice of the Customer Appli cati ons Recognition highlights deep data assets and AI expertise Press Ganey Forsta, a leading global provider of AI-powered experience technology, data analytics, and insights, today announced it has been named a Leader in the IDC MarketScape: Worldwide Voice of the Customer Appli cati ons 2025–2026 Vendor Assessment (#US53061225, December 2025). The IDC MarketScape evaluated Voice of the…
What is Forsta CATI ? Forsta CATI is the telephone interviewing module of Forsta Survey , our flexible, multi-mode solution for Market Research, Voice of the Customer and Employee programs. Forsta CATI is used by some of the world’s largest Market Research organizations and is built on over 30 years of experience in providing business critical…
Sometimes simply maintaining the status quo is the easiest thing to do. If it ain’t broke, don’t fix it, right? But, if you are simply maintaining the status quo, how do you know there’s no room for improvement? For example, when was the last time you thoroughly evaluated the technology that supports your CATI operations?…
The role of a CEO is a multi-faceted one at the best of times. There are always hundreds of decisions vying for your attention, and all of them are critical to the person raising them. In the current environment, everything is magnified. Small challenges can become big issues, and the physical distance between colleagues can…
A shopper asks an AI assistant which of four different dishwashers will fit her kitchen. She reads the answer and buys the one it recommends. Two weeks later, she encounters AI again but this time while dealing with an insurance claim. When she asks to speak to a person, she’s redirected to another chatbot. What…
The market research industry is undoubtedly growing, but the number you see depends entirely on what’s being counted. A services-only estimate tells one story. A broader view of the insights ecosystem tells another. Add software, analytics, reporting, automation and AI-enabled research into the picture, and the market starts to look very different. Growth is no…
Email deliverability used to feel like a technical tick-box: authenticate the domain; hit send; watch the responses come in. Today, we’re a far cry from anything so cut and dry. Nowadays, a much tougher set of gatekeepers is judging every survey invitation: mailbox providers, corporate security tools, machine learning filters, and most importantly, the people…
Webinar synopsis: Email deliverability has quietly become one of the biggest blind spots in market research operations. ISPs are tightening rules, spam filters are getting smarter, and engagement signals now dictate whether your survey lands in the inbox or disappears into the void. The result: Even well-designed studies fail before they begin. In this session,…
AI is having workflow impacts, so what does that mean for our market research differentiators? Almost everyone is using it (well, 62% of research teams last year, which, compared to 39% the year before, is a pretty hefty shift). Certain tasks that once took days now take minutes. Survey drafts, summaries, even initial insight narratives…
The challenge As a global leader in industrial automation and technical edu cati on, Festo serves more than 300,000 customers across approximately 60 countries. But as the organization expanded, capturing and acting on customer feedback consistently across regions, functions, and interaction channels became increasingly complex. Festo needed a unified approach to understanding customer experiences across touchpoints, identifying…
A customer leaves a one-star review in the morning. By lunchtime, three more come in citing the same problem at the same lo cati on. By the end of the week, dozens more will. The issue isn’t visibility. The signals are there. The feedback exists in reviews, surveys, contact center conversations, and employee comments. The problem is…
How do AI and empathy go together? As AI continues to reshape the way we gather, process, and display information, it’s tempting to imagine a future where dashboards practically design themselves. And in some ways, we’re already there: today’s AI tools can analyze patterns, recommend visuals, and even personalize experiences at scale. But despite all…
Aussie Broadband launches Forsta’s HX Platform to scale its Voice of Customer program and strengthen insight‑led decision‑making across the business. AI‑powered Text Analytics transform customer feedback into faster, targeted insights, delivered via executive summaries, actionable recommendations and role‑based dashboards. The program will enable Aussie Broadband to demonstrate CX impact and ROI, support its customer‑first, transparency‑led strategy and drive continuous improvement as the…
Some dashboards make an impression. Others make an impact. The difference is clarity. Because when you reduce the noise, focus on simplifying your visualizations, and spotlight what matters, insight does not just land, it lingers. In fact, studies show that the human brain can process images as quickly as 13 milliseconds. So you want them…
A missed delivery. A broken experience. A simple question that goes unanswered. None of these moments define customer experience on their own but how quickly you respond to them does. Wait too long, and that gap fills with frustration. Stretch it further, and it turns into churn. Leave it unanswered, and it becomes distrust. That’s…
When Apple releases a new iOS update, most organizations think about user experience, app compatibility, or security. But iOS 26 introduced a quieter shift; one that’s already impacting how brands collect feedback at scale. As this rollout includes features like “Screen Unknown Senders,” short message service (SMS)-based outreach, which has long considered one of the most effective channels for customer feedback, new sources of…
AI has become impossible to ignore in market research. That part is obvious. What’s less obvious is what AI efficiency actually means in practice. This isn’t just a story about faster survey programming, quicker summaries, or dashboards that build themselves. That’s only part of the picture. The bigger pressure now is that market research teams…
Your customers aren’t holding back. They’re telling you what’s working, what’s broken, what’s confusing, and what’s costing you trust. They’re saying it in surveys, chats, reviews, support transcripts, emails, and call center notes. The signal is there. In most CX programs, the problem is not a lack of feedback, but the lag that follows. Too…
Webinar synopsis: From automation to agentic, AI is changing how organizations collect insights, but the real advantage comes from how fast teams can turn those insights into action. Customer experience and market research teams face many of the same challenges today: Shrinking resources, growing data volumes, and rising expectations to prove impact. With AI we’re…