About the Webcast
CX professionals face many challenges.
Top of the list is getting a holistic picture of your customer and translating it into actionable insights, but also understanding the ROI of programs you implement. As budgets tighten, CX professionals not only need a clearer understanding of their customers, but also need to justify every investment in CX. Whether you’re in the contact center, managing customer service or owning the CX strategy, this webinar will give you a view into:
- Importance of managing and measuring customer experience and where to start
- Identifying the core value drivers and metrics that can shape your CX strategy and tying it to ROI
- Potential quantifiable and qualitative benefits for developing a business case for Verint Experience Management
For decades, Verint Experience Management (XM) solutions drive positive, best-in-class customer experiences while also driving value for some of the world’s most recognizable brands. Verint commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study for Verint’s Experience Management offerings.
Based on customer interviews and proprietary financial analysis,the Forrester study found that a composite Verint customer received a 219% ROI over three years of incorporating Verint XM solutions into their operations. The composite customer decreased online order abandonment, adding $1.1M from revenue improvements and improved product fulfillment practices, yielding $1.3M from avoided returns.
Join Verint and Forrester guest speakers as they discuss the business case for the Total Economic Impact of Verint XM.
About the Presenters
Judy Weader, Senior Analyst, Forrester
Judy's research covers a variety of areas critical to establishing, funding, and scaling the customer experience (CX) function, including CX governance, CX prioritization, the ROI of CX, and CX strategy. Her varied background also extends her coverage into healthcare CX and government CX and EX, as well as evaluations of digital user experiences.
Prior to joining the research team, Judy served as a principal advisor for Forrester’s Customer Experience Council, supporting CX leaders through the building, management, and ongoing improvement of their programs. Before joining Forrester, Judy was with Blue Cross & Blue Shield of Rhode Island, where she built and executed a CX strategy that involved managing voice of the customer, experience optimization, market research, and CX employee education across the enterprise. Judy has had a varied career, including administering and performing risk management for a US Treasury Department/Defense Department smart card program at the Federal Reserve Bank of Boston as well as more than a decade of IT and web infrastructure management at Houghton Mifflin Company, an eBusiness incubator, and various US government institutions.
Judy earned her master's degree in finance from Boston College’s Carroll School of Management. She holds a Bachelor of Arts in political science from Penn State.
Leigh Greene , Total Economic Impact (TEI) Consultant at Forrester
Leigh is a Total Economic Impact (TEI) Consultant at Forrester, where she builds financial models and economic business cases for a variety of technologies – including customer experience and marketing automation platforms.
Prior to working at Forrester, Leigh spent over 15 years in product marketing and consulting, designing and implementing revenue growth strategies for a diverse set of clients, ranging from start-ups to Fortune 500 corporations.
Leigh received her Bachelor’s degree in English at Princeton University and earned her MBA at Georgetown University’s McDonough School of Business, with a concentration in marketing.
Aditi Mehta, Product Marketing Director, Verint
Aditi recently joined the Verint Experience Management team and is diving headfirst into the world of customer experience, feedback, and customer analytics. In her role as Director, Go-to-Market, Aditi focuses on the positioning, messaging, and growth of the Verint Experience Management portfolio across multiple use cases including digital and retail. Prior to Verint, Aditi spent over 7 years in the travel and airline industry as a product and industry marketer, helping airlines better serve their customers when shopping and booking travel.
Avanti Joglekar, Content Lead, Experience Management, Verint
Avanti serves as the content lead for Experience Management at Verint where she is focused on telling thought-provoking stories about customer experience (CX). In her role as Senior Content Marketing Manager, Avanti leads the strategy, development, and execution of initiatives to drive awareness for and adoption of CX solutions. In her four years at Verint she has supported content and digital efforts across the portfolio via the creation of a wide array of content types.