Research and advisory firm Forrester and Verint Systems Inc. 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.
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.
Verint is a provider of customer engagement and experience solutions and will embed Forrester’s CX Index platform into its Enterprise Feedback Management deployments. With this new capability, 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. This is 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—using a custom integration that Verint is building to the Forrester CX Index platform, which will also include recommendations for CX improvements.