CallMiner Named a Strong Performer in Customer Feedback Management and Analytics Report by Top Analyst Firm

First-time inclusion recognizes CallMiner's AI-native vision, combining conversational intelligence, real-time action, and enterprise-scale CX insight

WALTHAM, Mass.--(BUSINESS WIRE)--CallMiner, the global leader in customer experience (CX) automation powered by deep conversation intelligence, today announced that it has been named a Strong Performer in The Forrester Wave™: Customer Feedback Management And Analytics Solutions, Q3 2026.

CallMiner received the highest scores possible across eight criteria, including Vision, AI, Topic Modeling, Natural Language Understanding, Conversation Intelligence for CX, Analytics, Specialization, and Data Masking. The report states, “CallMiner’s AI-native vision is one of the most forward-looking in the market, combining conversational intelligence, real-time action, and enterprise-scale CX insight.”

The report continues, “CallMiner’s strength is conversation intelligence, pairing strong text mining capabilities such as topic modeling and natural language understanding with advanced AI and analytics.”

CallMiner's inclusion marks its first appearance in a Forrester Wave focused on customer feedback management and analytics, which CallMiner believes validates the company's long-standing belief that customer conversations are one of the richest and most direct sources of intelligence about customer relationship.

CallMiner helps organizations combine customer conversations and feedback across voice and digital channels, extending insight beyond solicited responses or sampled interactions alone. By turning those interactions into actionable intelligence, CallMiner enables organizations to improve frontline performance, reveal customer needs and friction, inform decisions across the enterprise, and drive more relevant human and automated action.

“Customer conversations are one of the richest and most direct sources of intelligence about the customer relationship," said Jeff Gallino, CEO and founder of CallMiner. “For us, inclusion in this evaluation reflects the growing importance of connecting customer intelligence to meaningful action across the enterprise. Organizations do not need more AI for AI’s sake. They need trusted intelligence that helps them take measurable action, improve customer outcomes, and continuously strengthen both human and automated interactions.”

CallMiner’s conversation-first approach connects customer feedback management, conversation intelligence, and CX automation, helping organizations capture and understand customer interactions and feedback, take action through employee guidance, customer outreach, enterprise workflows and AI-powered automation, and use the results of those interactions to continuously improve future decisions and experiences.

CallMiner’s recognition comes as organizations face growing pressure to translate rapidly expanding AI capabilities into measurable CX and business value. CallMiner’s conversation-first approach addresses that challenge by grounding human and automated action in intelligence derived from customer interactions and feedback.

The Forrester Wave™: Customer Feedback Management and Analytics Solutions, Q3 2026 is available here.

Forrester and The Forrester Wave are trademarks of Forrester Research, Inc. Forrester does not endorse any company, product, brand, or service included in its research publications and does not advise any person to select the products or services of any company or brand based on the ratings included in such publications. Information is based on the best available resources. Opinions reflect judgment at the time and are subject to change. This report is part of a broader collection of Forrester resources, including interactive models, frameworks, tools, data, and access to analyst guidance. For more information, read about Forrester’s objectivity here.

About CallMiner

CallMiner is the global leader in customer experience (CX) automation, powered by deep conversation intelligence. Leveraging AI agents and human expertise, CallMiner delivers smarter, more efficient interactions that transform CX and reduce operational costs. Advanced AI and industry-leading analytics turn every conversation into actionable intelligence, driving process optimization, performance gains, customer engagement, and enterprise-wide automation. CallMiner is trusted to improve CX for leading brands across technology, media and telecom, retail, manufacturing, financial services, healthcare, and travel & hospitality. To learn more, visit CallMiner.com, read the CallMiner blog, or follow us on LinkedIn, X, YouTube, and Facebook.