Forrester And Verint Partner To Deliver Unprecedented Actionable Intelligence For Customer Experience Leaders

Research and advisory firm Forrester (Nasdaq: FORR) and Verint® Systems Inc. (Nasdaq: VRNT) today announced 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.

"This partnership will have a significant influence on the future of customer experience because it breaks down the barriers that have always existed between technology and insight for industry-wide context," says Roxana Strohmenger, VP, Customer Experience Index, Forrester. "Organizations have previously focused on CX as a business imperative with technology as an optional layer to help surface actionable intelligence, but those efforts lacked awareness of how the business stacked up within its own industry. Together, Verint and Forrester are combining insights and data that better gauge customer experience quality, the competitive landscape and what to improve in an organization's CX program to drive incremental revenue."

Forrester's CX Index platform gives businesses a deep and actionable 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 robust EFM platform helps empower CX teams to listen, analyze and act on structured and unstructured customer feedback captured through targeted and personalized surveys. Through the partnership, organizations will have access to an integrated approach to CX management with the ability to more deeply understand the quality of their customer experience as compared to industry peers, and to take action to advance processes and service quality to enhance their positions.

Forrester's CX Index is an established benchmark that measures customer experience quality and its effect on loyalty in three key areas:
  • Effectiveness - The experience delivers value to customers.
  • Ease - It's easy for customers to get value from the experience.
  • Emotion - Customers feel good about their experience.

CX 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.

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