Introduction: A Milestone for XEBO.ai and the Future of VoC

We are proud to announce that XEBO.ai has been recognized in the 2025 Gartner® Critical Capabilities for Voice of the Customer (VoC) Platforms. This recognition, alongside our inclusion in the 2025 Gartner® Magic Quadrant™ for Voice of the Customer Platforms, is not just a badge of honor—it’s a testament to our relentless pursuit of innovation, customer-centricity, and the transformative power of AI in customer experience.

But what does this mean for our clients, partners, and the broader VoC landscape? Let’s explore the significance of this recognition, how XEBO.ai stands out, and why this matters for organizations aiming to elevate their customer experience programs.

Understanding Gartner’s Critical Capabilities and Magic Quadrant

Gartner’s Magic Quadrant™ and Critical Capabilities reports are industry benchmarks for evaluating technology providers. The Magic Quadrant visually positions vendors based on their “Completeness of Vision” and “Ability to Execute,” while the Critical Capabilities report provides a granular assessment of vendors’ product strengths across core capabilities and common enterprise use cases.

For the 2025 Critical Capabilities, Gartner evaluated 12 leading VoC platforms against 10 critical product capabilities and five use cases that reflect the maturity journey of VoC programs—from basic survey collection to advanced, business outcome-driven insights.

The Evolving VoC Landscape: Challenges and XEBO.ai’s Response

Key Challenges in Voice of the Customer Programs

Organizations today face a rapidly changing customer landscape, and with it, several persistent challenges in building effective VoC programs:

• Fragmented Feedback Channels: Many organizations struggle to collect feedback from the growing number of customer touchpoints—ranging from traditional surveys to social media, chat, and operational data. This fragmentation leads to data silos and incomplete customer understanding.

• Survey Fatigue and Limited Insights: Over-reliance on surveys can result in low response rates and a narrow view of customer sentiment, missing unprompted or unsolicited feedback that often contains critical insights.

• Overwhelming Data Volume: The sheer amount of feedback—structured and unstructured—makes it difficult to synthesize actionable insights without advanced analytical tools.

• Slow Response and Action: Even when insights are identified, organizations often struggle to close the loop quickly, resulting in missed opportunities to improve customer experience in real time.

• Lack of Integration and Real-Time Visibility: Feedback and insights are often not embedded into daily operations or shared across teams, limiting their impact on business outcomes.

How XEBO.ai Addresses These Challenges

XEBO.ai is purpose-built to help organizations overcome these obstacles and unlock the full value of their VoC programs:

• Omnichannel Feedback Collection: XEBO.ai enables rapid deployment of VoC programs by integrating direct survey tools with advanced social and digital listening capabilities, ensuring feedback is gathered across all customer touchpoints and breaking down data silos.

• AI-Powered Indirect Feedback Analysis: The platform leverages AI to analyze unstructured feedback from sources like social posts, product reviews, and customer communications, providing a holistic and real-time view of customer sentiment and brand health.

• Centralized Analytics for Actionable Insights: XEBO.ai’s dashboards and analytics synthesize vast volumes of feedback, automatically surfacing trends, themes, and anomalies so organizations can focus on what matters most and act quickly.

• Continuous Innovation and Scalability: With ongoing investments in AI modules for open-ended feedback analysis and a scalable microservices architecture, XEBO.ai ensures organizations can adapt to evolving customer needs and scale their VoC initiatives as they grow.

• Holistic Customer Journey Mapping: By integrating direct, indirect, and inferred feedback, XEBO.ai enables organizations to map and understand the customer journey in real time, identifying pain points and opportunities for proactive improvement.

By addressing these core challenges, XEBO.ai empowers organizations to move beyond fragmented, survey-centric approaches and embrace a unified, AI-driven VoC strategy that drives meaningful business outcomes.

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Gartner Disclaimer:

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

Source: Gartner, Critical Capabilities for Voice of the Customer Platforms, Deborah Alvord, Maria Marino, Chad Storlie, Patrick Quinlan, Michael Maziarka, 23 April 2025.

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