Research and advisory firm Forrester (Nasdaq: FORR) and VerintÂ® Systems Inc. (Nasdaq: VRNT) have partnered to provide a holistic approach to customer experience (CX) measurement and management, the companies said.
The partnership combines Forrester´s Customer Experience Index (CX Indexâ¢) methodology, benchmark data and engagement program with Verint Enterprise Feedback Managementâ¢ (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.
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.
Verint provides customer engagement and experience solutions and will embed Forrester´s CX Index platform into its Enterprise Feedback Management deployments.
Forrester works with business and technology leaders to develop customer-obsessed strategies that drive growth.
Verint focuses on customer engagement optimization, security intelligence, and fraud, risk and compliance.