Qualtrics and Medallia continue to reign supreme as the standout Leaders in the Gartner Magic Quadrant for Voive of the Customer (VoC) platforms 2025
Sprinklr – a new Leader in last year’s report – also maintained its position.
InMoment, however, has dropped out of the report entirely following its acquisition by Press Ganey Forsta, which has led to the two 2025 Leaders forming into one entry.
Away from the coveted top right quadrant, Pisano joined Alchemer as the only Challengers, with the Visionaries quadrant once again coming up empty.
The Niche Player quadrant includes Concentrix, QuestionPro, Revuze, SMG, Verint, and XEBO.ai. Verint and Concentrix have been in this section since 2025, having held Challenger and Visionary positions, respectively, back in 2024.
While Revuze is new to the report entirely.
What Is a Voice of the Customer (VoC) Platform?
In a nutshell, a VoC platform collects feedback from multiple sources, analyzes it, and turns it into actionable insights.
Surveys are the most common use case, but modern platforms pull VoC data from customer interactions, social media, third-party review sites, and beyond.
AI analytics then surface patterns in customer preferences, motivations, and behavior that wouldn’t otherwise be visible.
From there, the platform guides customer-facing teams with recommendations and prescriptive actions. CX leaders can also distribute those insights to product, IT, and other departments with a stake in the customer experience.
Gartner evaluates platforms against a defined set of capabilities and places providers into four categories: Leaders, Challengers, Visionaries, and Niche Players.
Here is how all 12 vendors in the 2026 report fared:
Gartner Magic Quadrant Leaders
Leaders combine strong business results with a forward-looking product strategy and the support infrastructure to back it up. They demonstrate success across customer segments and industries.
This year’s leaders are:
- Qualtrics
- Medallia
- Sprinklr
- Press Ganey Forsta
Qualtrics
Qualtrics earns recognition for its “robust” product offering and what Gartner describes as broad, genuine industry coverage.
With vertical-specific pre- and post-sale teams spanning the full customer lifecycle – including dedicated solution engineers and consulting resources – the vendor makes a strong case for enterprise buyers across 18 industries.
Its “high-value marketing investments” also get a nod, with Gartner crediting the XM Institute’s thought leadership, certifications, and an extensive partner network as central to how it engages senior buyers.
Medallia
Medallia’s data integration story remains one of its most compelling selling points. Its Total Experience Profiles connect 100% of direct, indirect, and inferred signals into a unified customer view – giving brands the foundation to move from measurement to proactive personalization.
The “Frontline-Ready” AI tools that serve over seven million weekly users are a practical extension of that vision, putting real-time diagnostics in the hands of people who actually need them.
Gartner also highlights Org Sync, which automates hierarchy management and ensures the right VoC data reaches the right teams and geographies without manual intervention.
Sprinklr
Sprinklr holds its Leader position from 2025, continuing to build the case for its Customer Feedback Management solution as part of a wider platform that includes social media management, CCaaS, and conversational AI.
Gartner credits the vendor’s “well-designed” and “comprehensive” platform, as well as solid sales-cycle support and a strong training community.
Where Gartner pumps the brakes is on innovation pace, with recent VoC-specific product updates don’t match the level of advancement seen from other Leaders in this report.
Press Ganey Forsta
Press Ganey Forsta enters 2026 as a combined entity following the acquisition of InMoment, bringing together two platforms that both featured as Leaders in last year’s report.
Gartner points to its flexible service models as a genuine differentiator; the models cover everything from true self-service to globally managed programs, with customers free to move between them as their programs mature
The healthcare vertical is where Press Ganey Forsta is arguably most formidable, with HIPAA-compliant data handling and specialized regulatory benchmarking that gives it a distinct edge over generalist competitors.
That said, the M&A picture complicates the buying decision. The InMoment acquisition is recent, and Qualtrics has since announced its intent to acquire Press Ganey Forsta.
Prospective customers are evaluating a vendor midway through two significant ownership changes, and the questions about roadmap continuity and customer experience consistency are legitimate.
Gartner Magic Quadrant Challengers
Challengers have the scale, platform depth, and global support infrastructure to compete across verticals. Where they typically fall short of Leaders is in their vision for where the VoC market is headed.
This year’s challengers are:
- Alchemer
- Pisano
Alchemer
Alchemer holds the Challenger position it claimed in 2025, continuing to appeal to buyers who want a fast, intuitive platform with strong support behind it.
Gartner highlights the vendor’s understanding of how the market is evolving, with a roadmap that reflects real customer priorities — unified data views, AI automation, and proactive compliance and reputation risk detection among them.
However, the managed services cost is a genuine issue for smaller buyers. Alchemer’s rate for direct professional support sits on the high side relative to other vendors in this report, and small-to-midsize enterprises that want that level of involvement should factor it into their overall cost calculation.
Pisano
Pisano made the jump from Niche Player to Challenger this year, with Gartner pointing to its flat-fee licensing model as a core strength:
Ease of use is another area where Pisano performs well, with Gartner Peer Insights reviewers rating its platform among the most intuitive in the report. Implementation and onboarding times are also among the lowest of any vendor evaluated.
The innovation concern is worth noting, though. Several of Pisano’s AI updates over the past year helped it catch up to standard competitor capabilities rather than pull ahead of them.
Gartner Magic Quadrant Visionaries
Visionaries bring potentially market-shaping innovation to the VoC space but typically lag Leaders on execution track record, platform breadth, or scale.
In 2026, as was the case last year, there are no Visionaries in the Magic Quadrant.
Gartner Magic Quadrant Niche Players
Niche players can compete strongly within a defined segment, whether that is a specific industry, geography, or use case. Platform or scale constraints typically limit their ability to compete across the full market.
This year’s niche players are:
- Concentrix
- QuestionPro
- Revuze
- SMG
- Verint
- XEBO.ai
Concentrix
Concentrix brings financial stability that few in this quadrant can match, with almost $10 billion in revenue as a publicly traded global company.
Gartner also highlighted its out-of-the-box industry taxonomies, particularly in financial services, which shorten time to value for sector-specific buyers, and its total solution model suits enterprises that need a highly customized engagement from the outset.
The flipside is limited flexibility. Every Concentrix customer relies entirely on its in-house services team for design, build, and ongoing management, including those with capable in-house CX resources who would prefer self-service control.
The absence of a partner channel for software purchases also limits options for buyers who prefer to work through existing vendor relationships.
QuestionPro
QuestionPro’s integrated journey management capability is a legitimate differentiator that is able to connect touchpoint measurement with strategic action plans through its SuiteCX integration.
The AskWhy GenAI feature is also a practical addition. The tool runs natural-language sessions to pinpoint the root causes of customer dissatisfaction and surfaces action recommendations that frontline managers can act on without needing analytical expertise.
Nevertheless, Gartner does reference the pricing structure as a potential area of concern. A significant portion of QuestionPro’s advanced services fall outside the standard annual license, and buyers should map out both recurring and non-recurring costs before signing, rather than after.
Revuze
Revuze is a first-time entrant to the 2026 Magic Quadrant, making its debut in the Niche Player quadrant.
Its platform covers Competitive Intelligence, Product, Marketing, and CustomerCare Hubs, positioning it as a strong option for product-focused companies dealing with high volumes of social feedback and online reviews.
The emphasis on indirect feedback is a differentiator in a market that has historically leaned heavily on direct survey data.
Its scope is narrow, though. Organizations looking for a full-cycle VoC platform that handles a wide range of feedback types and program structures will likely find Revuze limited in that regard.
SMG
The report praises SMG for its digital capability, which connects online experience feedback to product adoption data – a bridge between the VoC and product analytics worlds that few vendors in this report can claim.
Its voice of the employee functionality and market understanding also get a positive mention from Gartner.
Unfortunately, the vendor falls short on delivery. SMG leans on professional services for both deployment and ongoing management, which can slow implementation and reduce a customer’s ability to adapt quickly once the program is running.
Verint
Verint stays in the Niche Player quadrant for the second consecutive year, having dropped from Challenger back in 2024.
The vendor’s real strength lies in its broader portfolio. The vendor’s data hub, workforce engagement management tools, and conversational AI all work alongside VoC in ways that influence contact center processes and agent experiences more directly than a standalone VoC platform could.
Gartner also recognizes Verint’s unique customer effort detection and its strong data ingestion and mapping capabilities.
The user interface issue, however, persists. Indeed, Gartner flagged it in 2025 and flags it again here. Buyers should make usability a priority during any proof of concept rather than assuming the experience will improve post-sale.
XEBO.ai
XEBO.ai retains its Niche Player position from 2025, when it made a surprise entry into the Magic Quadrant ahead of several more established VoC players.
Gartner continues to back its social listening credentials and effective sales strategy, alongside solid international support.
Yet the vendor still struggles with limited innovation and a lack of strong community engagement. For a vendor still building its market footprint, both matter more than they would for an established name.
For further Gartner Magic Quadrant coverage, read the rundowns:
