Digital & Technology

Forrester Research recognizes ZS among customer analytics service providers

Aug. 7, 2023 | Analyst Report | 1-minute read

Forrester Research recognizes ZS among top customer analytics service providers

ZS has been named a Strong Performer in a Forrester Research Inc. evaluation of customer analytics service providers.


The report, “The Forrester Wave™: Customer Analytics Services Providers, Q2 2023” notes that the ability to create customer service analytics models is “largely commoditized.” That doesn’t mean, in our opinion, that companies shouldn’t seek out vendors with differentiated offerings and a track record of innovation. Forrester Research recommends companies in the market for a customer analytics service provider ”should look for providers that:

  • Incorporate data science, behavioral science, design, and engineering…
  • Offer relevant, market-based vertical- and horizontal-specific accelerators… [and]
  • Apply generative AI to real enterprise use cases.”

“ZS excels at personalization,” said the Forrester report, authored by Brandon Purcell. “Personalize.AI leverages multiple models to deliver the next best action or experience to customers. ZS has successfully deployed it for a wide range of clients from airlines to [quick service restaurants]. The provider is also quick to adopt emerging technologies and is leveraging generative AI to deliver personalized emails. Given ZS’s strong machine learning capabilities, it also offers a full-fledged machine-learning operations (MLOps) platform that tracks not just drift but also utilization, cost, and other necessary model health metrics. Client references were very satisfied with these capabilities.”


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