PG Forsta has acquired InMoment to shake up the voice of the customer (VoC) market.
Both vendors are prominent players in the VoC market.
While the latest Gartner Magic Quadrant considers both “leaders”, Qualtrics and Medallia have historically dominated the space.
However, this move could elevate the “Big Two” of VoC – Qualtrics and Medallia – to a “Big Three.”
Of course, there’s a significant feature overlap between the two vendors. Yet, InMoment does bring several innovative capabilities to the PG Forsta portfolio.
For instance, InMoment’s Experience Improvement (XI) Platform boasts advanced AI analytics features that predict customer behaviors and offer prescriptive recommendations.
Many companies will value this capability as they look to their providers for strategic guidance.
The InMoment product team has also kept ahead of the curve regarding generative and agentic AI, launching Active Listening Agents in October.
Given this, InMoment may help PG Forsta bolster its roadmap and accelerate its innovation cycle.
InMoment also has a significant global footprint that will extend the PG Forsta brand.
Yet, Patrick T. Ryan, Chairman & CEO of PG Forsta, focused on creating a VoC powerhouse that leads on innovation.
“Press Ganey Forsta is committed to leading with innovation and partnering with clients to elevate the human experience across their organizations,” he said.
We’re excited to welcome the InMoment team and deliver unmatched capabilities to our combined client base.
Ryan’s company has surged in the VoC market since it, under its former name “Press Ganey”, acquired Forsta in 2022 to become “PG Forsta”.
Back then, Press Ganey primarily specialized in healthcare. However, it has since expanded its focus to deliver innovation across other highly-regulated industries, including financial services and insurance.
In doing so, it delivers sector-specific insights, templates, and journey visualizations to simplify feature adoption and accelerate time to value.
It also offers differentiating tools to solicit feedback from frontline employees and has a reputation for delivering comprehensive enterprise support services.
Now, John Lewis, Chairman & CEO of InMoment, is excited to help PG Forsta advance further.
“In joining Press Ganey Forsta, we become part of an organization that has a demonstrated track record of innovation and elevating both the consumer and employee voice,” he said.
Together, we have the resources to deliver even greater value to our clients—through faster insights, more advanced research tools, and expanded expertise.
Those “resources” will include a combined team of more than 3,000 employees, many of whom will work together to expand PG Forsta’s platform by augmenting InMoment’s portfolio.
That platform will come as more enterprises challenge vendors to show how VoC programs directly contribute to business results and ROI. Again, InMoment’s prescriptive recommendations and AI analytics tools could be big here.
The Expert Take: Two VoC Vendors with Complementary Strengths
For leading market analyst Jim Davies, Co-Founder and Executive Partner at Actionary, “powerhouse” is a bold word to use.
Yet, he acknowledged that Medallia and Qualtrics do need a third place setting at the competitive table – and PG Forsta could now be that company.
“To me, it brings together two vendors who haven’t quite reached their full potential but have complementary strengths,” he said.
Davies then noted that PG Forsta brings advanced market research capabilities and comprehensive support for complex hierarchies to the table.
Meanwhile, InMoment offers that core VoC component, industry experience, and professional services overlay.
If this all comes together, PG Forsta may well become a “powerhouse”. Yet, like all good things, it will likely take time to best marry the providers’ portfolios.
