The Forrester Wave™: Customer Analytics Service Providers, Q3 2017

Analyst Brandon Purcell mentions, “Fractal Analytics raises the bar by turning its
analytics inward. Fractal Analytics feverishly tracks Net Promoter Scores (NPS) for
its client engagements and bakes it into individual goals. The CEO personally
congratulates team members who work on high-NPS projects; this is refreshingly
unique, as many other CASPs do not internalize their own analytical best practices.
NPS (and revenues) for customer analytics continue to rise at Fractal due to 1) its
ability to attract high-quality data scientists who further develop their skills through
Fractal’s Academy of Analytics and 2) its continued productization efforts of offerings
like Customer Genomics, its proprietary customer data model, and Cuddle, its
AI-enhanced business intelligence (BI) solution. Since many of Fractal’s resources
are newly minted data scientists, they sometimes lack the deep vertical and domain
expertise that other providers in this evaluation bring to the table. Also, most client
references we spoke with use Fractal for analytical staff augmentation, but Fractal is
also well positioned to partner with its clients on strategic transformations.”