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Forrester and Verint Partner on CX Measurement and Management



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Research and advisory firm Forrester and Verint Systems Inc. have formed a partnership designed to provide a holistic approach to customer experience (CX) measurement and management.

The partnership combines Forrester’s Customer Experience Index (CX Index) methodology, benchmark data, and engagement program with Verint Enterprise Feedback Management (EFM) to create a single source for organizations to collect, analyze and act on benchmark data. 

The combination of technology will not only help organizations measure themselves against industry peers and CX leaders from outside their industry, but also allow them to dig into improvement areas and measure the revenue impact of CX improvements through a single solution, noted Ben Smith, general manager, customer experience solutions, Verint.

Forrester’s CX Index is a benchmark that measures customer experience quality and its effect on loyalty in terms of effectiveness, ease, and emotion. The index covers 17 separate industries (travel, financial services, retail, technology/telecom and others) in eight global markets, including the U.S., Canada, U.K., France, Germany, India, China and Australia. The platform gives businesses an understanding of the quality of their customers’ experiences, competitive benchmark data, and the ability to model which CX improvements will have the biggest impact on revenue.

Verint’s EFM platform helps enable CX teams to listen, analyze, and act on structured and unstructured customer feedback captured through targeted and personalized surveys. Through the partnership, the vendors say, their customers will have access to an integrated approach to CX management with the ability to better understand the quality of their customer experience and to take action to advance processes and service quality to enhance their positions.  

Verint will embed Forrester’s CX Index platform into its Enterprise Feedback Management deployments. With this new capability, the company says, customers can deploy Forrester-developed scoring surveys to gauge their specific CX Index score.

Data from the customer-specific surveys will be analyzed by Forrester, and scoring survey results will be displayed within the Verint EFM solution as part of an overall “engagement program” that will provide a customized evaluation to the customer that illustrates how its scores compare to the industry norm and key competitors. The engagement program will leverage a custom integration that Verint is building to the Forrester CX Index platform, which will also include recommendations for CX improvements.

For more information, go to www.verint.com.


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