NEW YORK, NY Jan 29th, 2026 – Loris proudly announces its placement on two CMP Research Prisms, an elite technology assessment framework developed by CMP Research, a division of Customer Management Practice (CMP) for both Automated QA/QM and Customer Analytics. This respected framework highlights Loris as a Leading provider for customer contact and customer experience (CX) professionals aiming to optimize their technology investments with confidence through Automated QA/QM and Customer Analytics, respectively.
The CMP Research Prism for Automated QA/QM evaluated twenty-two solution providers, including Loris, and segmented them into five categories: pioneering, leading, core performing, up & coming, and emerging using analyst analysis, user feedback, and marketplace data across ten investment criteria.
Likewise, the CMP Research Prism for Customer Analytics evaluated nineteen solution providers, including Loris, and segmented them into those five categories using the same inputs, data, and criteria.
“Being named a leader in both Customer Analytics and Automated QA/QM validates what we’ve been saying for years,” said Etie Hertz, CEO of Loris. “By the time survey results come in, the moment’s gone – and you’re only hearing from 10% of customers anyway. Conversations flip that: real-time signal, 100% coverage. The market isn’t just open to this shift – it’s now demanding it.”
Nicole Kyle, Managing Director of CMP Research, adds, “With the crowded technology landscape, customer contact leaders need a reliable source to guide their technology decisions. CMP Research Prism was created to assess solution providers like Loris to equip buyers and influencers of the customer contact and CX technology stack with insights to inform their investments.”
“Being named a leader in both Customer Analytics and Automated QA/QM validates what we’ve been saying for years,” said Etie Hertz of Loris.
“By the time survey results come in, the moment’s gone – and you’re only hearing from 10% of customers anyway. Conversations flip that: real-time signal, 100% coverage. The market isn’t just open to this shift – it’s now demanding it.”
CMP Research Prism is the only marketplace assessment framework built exclusively for customer contact and CX executives. The Prism helps customer contact leaders and CXOs differentiate solution providers in a complex market and make more informed, confident investment decisions that future-proof the CX technology stack. Prisms are updated every six months and upcoming technology assessments will cover chatbots/virtual agents,
Conversational IVR/voicebot, and real-time agent assist/copilot.
For a full summary, download the CMP Research Prism for Automated QA/QM whitepaper and the CMP Research Prism for Customer Analytics whitepaper summaries.
About Loris
Loris helps customer-obsessed brands turn everyday support conversations into powerful business intelligence. Proven on more than 1 billion interactions, our proprietary AI models uncover the real reasons customers reach out, how they feel, and what’s driving churn or loyalty – across all channels and both human and AI agents. From spotting emerging issues to uncovering contact issues to flagging churn signals, Loris makes it easier to act on what your customers are already telling you. Loris is used by leading eCommerce, fintechs, online marketplaces, healthcare companies, and more and has been the subject of a Harvard Business School case study and named a Gartner Cool Vendor in Customer Service Technology. Loris was acquired by Contentsquare in 2025.
About CMP Research TM, a division of Customer Management Practice
CMP Research TM helps customer contact executives make better decisions faster amid transformation using independent quantitative and qualitative research, data-driven analysis, advisory services, and community insights from Customer Contact Week, CMP’s Research Board, and client community. CMP Research TM sits at the intersection of customer contact and the future of work. For more information, visit https://www.cmpresearch.com.
About Customer Management Practice
The Customer Management Practice (CMP) is a leading market intelligence firm for the customer management industry, offering a comprehensive suite of events, research, marketing, and business development services. As a trusted partner to customer contact executives, CMP addresses the pressing challenges through various channels, including live events such as its industry-leading series, Customer Contact Week, online event communities, and cutting-edge industry research. With research-backed insights and data-driven advisory services, CMP provides its clients with a holistic view of their customer management issues. It delivers new perspectives for executives craving a clear understanding of their strengths and weaknesses relative to their peers and the industry. CMP’s solutions empower executives to develop customer management skills, transforming customers into raving fans. CMP is dedicated to making its client’s customer management rockstars. CMP’s team of experts draws upon years of experience in the industry to provide tailored solutions that meet each client’s unique needs to improve their customer experience, streamline operations, and boost their bottom line. For more information, visit: www.customermanagementpractice.com/
Media Contact(s):
Jennifer Lewis
The Pollack Group
631-521-4960
Jennifer@pollackgroup.com
Lauren Miller
Customer Management Practice
914-618-0352
Ciaran Doyle
Loris