Experience Management (2023)

Engage with your customers and employees to capture, analyze, and act on their feedback in a closed-loop process across the entire organization.

  • Watch On-Demand: How CX Programs are Improving Operations

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Verint Experience Index Retail Report 2022

After two years where huge focus and investment has been on digital solutions, the reopening of stores and growth of hybrid working solutions (with some employees returning to the office) means that retailers are looking at another change in how they provide customer experiences.

With the level of investment seen in digital solutions since 2020, it’s an uncertain time for many retailers, and finding a balance that offers exceptional online and in-store experiences isn’t straightforward.

Read the report

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Our Experience Management Customers

Verint partners with best-of-breed brands to unify the customer experience at scale, improve CX, and drive better business decisions.

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Customer Success Stories

Driving Better Business Decisions

Understanding customer interactions and experiences across all channels is essential to your success. With Verint Experience Management, you can use customer experience data to create a holistic, cross-channel view of CX at scale.

Standardize your approach to data integration, analysis, and visualization. Include behavior, attitudinal, and inferred inputs from your physical sites, apps, and contact center.

The missing element isn’t one thing, it’s seeing everything. Verint Experience Management can provide you with the data, structure, and clarity to drive operational- and strategic-level decisions across departments.

eBook: Answering the 5 Questions on Every CX Leader’s Mind

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Why Experience Management?

Consumers judge everything through an experience lens. They shop, research, work, and play, asking: is this efficient, rewarding, personal? If it is, they come back and tell their friends. You must compete on experience. But the execution is hard for many reasons:

  • Data is overwhelming and disconnected
  • Siloed stakeholders can’t share insights or coordinate actions
  • Most solutions can’t meet companies at their current maturity level

Customer behavior continuously changes, and data points are crucial to understanding what your customers want and how they feel in real time. Organizations must think digital first to ensure they remain essential to customers.

What if you could account for all customer and employee feedback and deliver insights everywhere? Customer Engagement software from Verint can help.

Download the Experience Management Brochure

(Video) Experience Management (XM) and Customer Experience (CX) with Alicia Tillman, SAP (CxOTalk)

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Unifying the Customer Experience

With Verint Experience Management solutions, you can:

  • Capture experience data from customers and employees across a variety of channels, including social media sites
  • Provide a single, enterprise survey and case management solution
  • Unify feedback from across your organization
  • Manage the timing of surveys to eliminate “feedback fatigue” and improve response rates
  • Offer a holistic view of your customers’ experiences by combining data from other Verint solutions or external sources

The State of CX Trends Report 2021

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Move Beyond the Survey

Imagine merging insights from contact center, chat sessions, customer-initiated web feedback, flexible surveys, and digital behavior on web sessions into a single, unified view.

Easy to access, deeper insights mean a better understanding of customer behaviors, needs, and expectations. Having the right information in a straightforward customer experience management solution enables you to improve your customer experience, increase operational efficiencies, and identify areas that require improvements.

Verint Experience Management empowers CX teams to make tactical, operational, and strategic actions that improve loyalty, conversion, and other important KPIs.

Webinar: Moving Beyond Surveys for a Holistic CX Strategy

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Deliver great citizen experiences with Verint Experience Management – FedRAMP Edition

With a 20+ year track record helping federal departments and agencies measure and manage citizen experience, Verint’s FedRAMP Moderate authorized solutions make it easier than ever to comply with recent Executive Orders mandating the adoption of FedRAMP for hosted solutions and to improve overall the citizen experience. Verint is offering its FedRAMP-authorized solutions through our FedRAMP hosting partner, TTEC.

Learn more about Experience Management – FedRAMP Edition

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Verint Experience Management amplifies digital transformation

GNC helps people live healthier lives by giving them easy access to wellness products. But, the ecommerce team felt the pressure when the world moved digital-first and online demand skyrocketed. They turned to Verint Experience Management to improve feedback collection that gave them the insight needed to fix frustrating digital issues.

View Case Study

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“GNC is a big company with many moving parts, but we’re all seeing the same feedback data, so we can coordinate and respond as one. Our customers have noticed, and we have clear evidence that the changes we made have had a positive impact on sales.” –GNC

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(Video) What is Customer Experience Management (CEM or CXM)?

Customer Experience Management Solutions

  • Survey Management

    With Verint Survey Managementyou can capture experience data from customers and employees efficiently and proactively across a wide variety of channels, including social media sites.

    Survey management allows you to:

    • Engage with your customers on their terms​
    • Collect feedback in real time
    • Diagnose and resolve issues quickly​
    • Dynamically present customers who leave feedback with resources
    • Size and rank issues and act on insights​
    • Leverage geo-location for targeted improvements

    Case Study: Thermo Fisher Scientific

Experience Management Industry Recognition

  • Verint named strong performer in The Forrester Wave: Customer Feedback Management Platforms, Q2 2021

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  • Readers Choice Award for Best Text Analytics and NLP (2021)

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  • Top Performer and Leader in 2021 SPARK Matrix Analysis of Global VoC Platforms

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"With Verint Predictive Experience, we've been able to statistically demonstrate that our investments improved customer satisfaction."

Kristy BrandonSenior Vice President of eBanking Retail Products, Comerica

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Experience Management Product Line-up

  • Survey ManagementYour customers and employees have vital opinions and information about the experiences your business provides. Passively “listening” to them is not enough.

  • Voice SurveyWhat do customers really think about your business? It’s a deceptively simple question and one of your biggest challenges in today’s highly competitive market.

  • Predictive ModelingMany organizations capture an overwhelming volume of experiential data in customer and employee interactions across all channels and touchpoints.

  • Digital FeedbackCustomers and employees expect their needs to be met wherever, whenever, and however they choose. You need actionable insight into how they feel about their experience with your business.

  • Digital Behavior AnalyticsCustomer session replays plus experience management insights equals powerful behavior analysis.

  • Speech AnalyticsThe most-used and highest-rated speech analytics application on the market. Surface valuable intelligence from recorded calls.

  • Text AnalyticsExtract actionable business insights from unstructured data across web chat, email, social media, and call notes to drive an enhanced insight into your customer experience (CX).

Experience Management Insights

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Verint Experience Index Retail Report 2022

The reopening of stores and growth of hybrid working solutions (with some employees returning to the office) means that retailers are looking at another change in how they provide customer experiences.

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3 Leaders Innovating CX in the Contact Center

Despite a significant rise in the use of digital channels during the past few years, the contact center is...

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Paving The Path To Omnichannel Commerce

Read the Forrester report, Paving The Path To Omnichannel Commerce, and learn how to begin successfully crafting omnichannel strategies.

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Verint Experience Index: Health Insurance

A global pandemic layered new challenges on top of an existing pressure cooker for health insurance companies. But it’s possible for forward-thinking health insurance executives to meet this moment and deliver exceptional member experiences across all engagement channels.

Verint Experience Index: Banking (2021)

Verint’s research shows that as CX grows more important every year for banks, the landscape is getting harder to navigate. Download the report to learn trends, best practices, and customer satisfaction rankings for banking digital experiences

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Experience Quality: A New CX Framework

This eBook is for strategic decision makers—executives, heads of operations, and channel managers—and lays out a unified strategy for improving CX that also raises satisfaction and boosts business benefits.

(Video) What is Qualtrics? | The world’s first Experience Management Platform
(Video) Introduction to Human Experience Management

Experience Management Case Studies

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rue21 Gets Sales and Satisfaction Bump with a Data-Driven, Omnichannel CX Strategy

rue21 Gets Sales and Satisfaction Bump with a Data-Driven, Omnichannel CX Strategy

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Comerica Ties Digital Banking Improvements to Customer Satisfaction

See Comerica’s innovation in action

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Carnival Cruise Line Sets Sail with Verint

Post-call surveys assess quality of service and gain insights for improvement.

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ABSA Bank makes their customer feedback more actionable across their different products, 800 branches and millions of customers.

Verint Experience Management: Frequently Asked Questions

How does the platform work?

The Verint Experience Management platform works by capturing and connecting all of your CX initiatives across all channels into one single platform.

Verint offers extensive capture capabilities that include survey data, voice conversations, text conversations with virtual assistants, and behavioral data on mobile and web interactions. The customer experience management software analyzes all of these interactions to provide an enhanced understanding of every customer experience to better inform your organization’s initiatives.

Who does this work for?

This platform works for any organization looking to remain competitive and striving for an improved customer experience. From small businesses to leading brands, Verint’s Customer Engagement software has helped thousands of organizations take action on and improve their CX.

What are the benefits of our customer engagement platform?

The benefits of our customer engagement platform are multifold. Verint Experience Management allows you to capture extensive customer experience data across multiple channels in one connected, single platform. The customer engagement software analyzes the data and works to proactively impact experiences by using automation and real-time predictive insights.

(Video) The 6 pillars of the Customer Experience Framework - An introduction

Improve brand retention by using our closed loop processes to continue conversations with your customers and act on feedback. Drive better customer experiences, better employee experiences, and better results with the Verint Experience Management platform.


What is the meaning of experience management? ›

Experience Management is a way to track, measure, analyze and improve any interaction people have with the organization. Those people can be employees, customers, vendors, suppliers, and other stakeholders.

Why is experience management important? ›

Good customer experience management can: Strengthen brand preference through differentiated experiences. Boost revenue with incremental sales from existing customers and new sales from word of mouth. Improve customer loyalty (and create advocates) through valued and memorable customer interactions.

What does customer experience management do? ›

Customer experience management (or CXM) is the practice of managing the experience of every customer across all touchpoints and departments. Better CXM helps businesses with their better brand image, helps them retain more customers, and even convert them to brand advocates.

What is product experience management? ›

Product experience management (PxM) leverages everything you know about both your products and your customers to deliver a customer-centric, personalized, multichannel or omnichannel, search-guided, and social-powered experience that attracts and converts shoppers.

What is a CRM strategy? ›

What is a CRM strategy? CRM is Customer Relationship Management. A CRM strategy is a company-wide plan for your business to grow revenues and profit, reduce costs and enhance customer relationships (putting them first).

What is customer experience management model? ›

Customer experience management, often called CXM or CEM, is a system of marketing strategies and technologies that focus on customer engagement, satisfaction, and experience.

How do you create a positive customer experience? ›

10 tips for creating a positive customer experience
  1. Design the ideal customer experience. ...
  2. Know your customer. ...
  3. Create an emotional connection with your customer. ...
  4. Provide value to your customers. ...
  5. Be consistent in your service. ...
  6. Use technology to your advantage. ...
  7. Design a high-quality training program.
18 Oct 2021

What makes a good customer experience? ›

What is great customer service? Great customer service means following best practices like valuing customers' time, having a pleasant attitude, and providing knowledgeable and resourceful resources, but that you also take things a step further to exceed — rather than just meet — expectations.

Where is experience management in Salesforce? ›

From the site: In Salesforce Tabs + Visualforce sites, click. in the global header. In Experience Builder-based sites, use the drop-down menu next to your name and click Experience Management.

What is the difference between CRM and CEM? ›

CRM focuses on facilitating your relationship with customers while CEM works through the customer's viewpoint to assess the quality of their experience. A CRM platform is an important investment since it keeps track of crucial data for your inbound marketing and sales efforts and analyzing customer behavior.

What is CRM full form? ›

What is product experience example? ›

A customer who sees a product as a part of their social status, culture or lifestyle. For example, snowboarding goggles that all the cool snowboarders wear on a particular mountain.

What is the difference between product/service and experience? ›

Service resolves an issue, addresses a need, delivers the result you expected in the first place. Experience goes beyond. It creates lasting impressions, shareable moments, lifetime reminders. Both are important components of managing customer relationships.

Why is product experience important? ›

Why is Product Experience Important? Intuitive product experience is more important than ever. A lousy product experience will chase away users away or make them resent having to use a product to complete a task. Meanwhile, good product experiences increase usage, build loyalty, and improve net promoter scores.

How do I create a CRM plan? ›

Developing a CRM Strategy That Best Fits Your Business.
  1. Set a destination. ...
  2. Prioritise your Customers. ...
  3. Communicate with your employees. ...
  4. Stagger your changes. ...
  5. Start tracking your customers before first contact. ...
  6. Sync everything to your CRM. ...
  7. Evaluate and improve.

What are common CRM processes? ›

Customer relationship management (CRM) involves all processes to capture customers and maintain a relationship with them. Other processes include the management of customer data, information analysis, and generating reports to gain insights.

What are the 3 pillars of CRM? ›

Marketing, Sales and Customer Support/Service are the three pillars of customer relationship.

How do you track customer experience? ›

Measuring Customer Experience
  1. Calculate the net promoter score.
  2. Analyze customer journey analytics.
  3. Conduct customer surveys.
  4. Determine customer churn rate.
  5. Interpret customer support ticket trends.
  6. Measure customer satisfaction scores.
28 Feb 2020

What is a customer experience platform? ›

A digital customer experience software platform is a technology solution that allows businesses to measure, manage and improve digital customer experience, by collecting information about each customer's interactions with the company, analyzing it and interpreting outcomes and responses.

What are the 7 qualities of good customer service? ›

7 Must-Have Qualities of a Stellar Customer Service Rep
  • Problem-Solving Skills. The number one skill you need to excel in for good customer service is problem-solving. ...
  • Clear Communication. ...
  • Friendly Attitude. ...
  • Empathy. ...
  • Business Acumen. ...
  • Product/Service Knowledge. ...
  • Strong Time Management.

What are the 3 main components of customer experience? ›

The three main components of customer experience are:
  • Discovery. This component is all about how companies contact customers and how they make that contact relevant and meaningful. ...
  • Engagement. This component is about how customers interact with the company and company products. ...
  • Delivery.
13 Feb 2022

What makes a good customer experience manager? ›

They must be able to think strategically and make decisions that will improve the overall customer experience. They should also have strong analytical skills and be able to use data to identify trends and assess customer satisfaction levels. They must also be highly organized and detail-oriented.

What is an experience specialist? ›

Also known as CX specialists, customer experience specialists provide potential and existing customers with exceptional services. They identify customer needs, respond to customer queries, and collaborate with internal departments to optimize customer services and brand awareness.

What is experience management in Salesforce? ›

Experience Management is your one-stop shop for administering, managing, and moderating your Experience Cloud site.

How do I start an experience builder? ›

To access Experience Builder: From the global header menu in Experience Workspaces or Experience Management, click Experience Workspaces | Builder or Experience Management | Go to Experience Builder. From the All Sites page in Setup, click Builder next to the site name.

What is CEM in Salesforce? ›

While it shares certain similarities with customer relationship management (CRM), customer experience management (CEM) maintains a different focus from its more well-known cousin. Understanding this focus may just be the key to success that your business needs.

Is TCS a CRM? ›

TCS iON CRM is a powerful CRM software that helps emerging businesses and MSMEs in India manage customer data efficiently, streamline sales process, and analyze every customer interaction to ensure customer satisfaction and increased sales.

How is customer experience similar to CRM? ›

CRM helps businesses understand the customer by providing information on what a customer looks like to the company. Customer experience management provides the reverse perspective. It defines what a company looks like to the customer, that is, how the customer perceives the company.

What is the difference between customer experience and customer relationship? ›

They're not the same thing, but they are related. The difference between customer service and customer experience is that while customer service is one piece of the puzzle — focused on human interaction and directly supporting customers — customer experience is the sum of the entire customer journey with your business.

Is SAP a CRM? ›

Both Salesforce and SAP are powerful CRMs from mature companies that offer the typical CRM features — sales force automation, pipeline management, and SaaS or cloud access. They help sales reps and managers alike streamline their workflows and track leads to improve sales processes.

Is CRM a software? ›

CRM software (customer relationship management software) is a tool that's designed to help your organization offer your customers a unique and seamless experience, as well as build better relationships by providing a complete picture of all customer interactions, keeping track of your sales, organizing and prioritizing ...

Is CRM a good career option? ›

With 91% of businesses with more than 10 employees using a CRM and the CRM industry estimated to grow at a CAGR (cumulative annual growth rate) of 15% from 2020-2025, you are highly likely to find a good CRM job. The trend of remote work has gained a lot of momentum and CRM jobs can be 100% remote.

How do you develop product experience? ›

How to build a Product Experience strategy?
  1. establish how efficient your users are while using your product.
  2. identify where users drop off while navigating across the product.
  3. understand upsell opportunities.
  4. check revenue and feature adoption stats.
22 Dec 2020

What are the best methods for improving product experiences? ›

6 Strategies for Building a Winning Product Experience (And Why it Matters!)
  • Set Up Your Analytics Infrastructure.
  • Nail Down Your Product Positioning Early.
  • Keep Customer Feedback Loops Small.
  • Create Well-Defined Roles for Your Team.
  • Build Out a Concrete Product Development Process.
7 Jan 2021

What is produce experience? ›

Product experience (PX) is the customer's journey within a product. PX is similar to user experience, however, product experience refers to the customer's overall experience with the product, from beginning to end.

What are the three unique selling points? ›

Three Types of Unique Selling Propositions That Differentiate a Business
  • Products. Establishes the business's claim as the provider of a product or service superior to what their competitors provide. ...
  • Prices. ...
  • Support.

What are the five 5 common differences between products and services? ›

Table showing the differences between a product and service
A product is tangible, it is physical and can be held, seen and movableA service is intangible, can only be felt and not touched
Product value is derived by the customerValue of service is offered by the service provider
8 more rows

What is a product experience team? ›

Product experience insights help teams. Understand how users navigate a product, what's working and what needs improvement. Optimize the product to satisfy user needs and achieve product-market fit, and. Grow the product's user base by reducing churn and increasing customer retention.

What is B2B product experience? ›

B2B, which is short for “Business-to-Business,” means that the products and services your company offers are designed for the use of other companies/organizations instead of a single customer. So, a B2B customer experience defines how your company engages with other businesses throughout their buying journey.

What are experiences in marketing? ›

Experience marketing, also referred to as “experiential marketing,” is a strategy that uses in-person events to promote products. Take pop-up shops or Apple's legendary keynote, for example. Each of these events is experience marketing at work.

Where is experience management in Salesforce? ›

From the site: In Salesforce Tabs + Visualforce sites, click. in the global header. In Experience Builder-based sites, use the drop-down menu next to your name and click Experience Management.

What is XM program? ›

Qualtrics XM is an experience management (XM) software platform that promises to deliver 'exceptional customer, product, brand and employee experiences'.

What is an experience brand? ›

Brand experience is a type of experiential marketing that incorporates a holistic set of conditions created by a company to influence the feeling a customer has about a particular product or company name.

What is experience management in Salesforce? ›

Experience Management is your one-stop shop for administering, managing, and moderating your Experience Cloud site.

How do I start an experience builder? ›

To access Experience Builder: From the global header menu in Experience Workspaces or Experience Management, click Experience Workspaces | Builder or Experience Management | Go to Experience Builder. From the All Sites page in Setup, click Builder next to the site name.

What is CEM in Salesforce? ›

While it shares certain similarities with customer relationship management (CRM), customer experience management (CEM) maintains a different focus from its more well-known cousin. Understanding this focus may just be the key to success that your business needs.

When was XM founded? ›

29 July 2008

What does AM FM and XM stand for? ›

What Are They? XM Radio: provides three satellite radio and online radio services. AM Radio: radio broadcasting technology, which employs amplitude modulation transmissions. FM Radio: a method of radio broadcasting using frequency modulation technology.

How does medallia work? ›

Medallia provides a platform for social, text, video, speech, messaging and online feedback. The software analyzes feedback from Facebook, Twitter, and other major review sites (e.g., TripAdvisor) alongside solicited feedback data from surveys and contact centers.

What are the 5 brand personalities? ›

There are five main types of brand personalities with common traits. They are excitement, sincerity, ruggedness, competence, and sophistication. Customers are more likely to purchase a brand if its personality is similar to their own.

How do you measure brand experience? ›

Here are 7 ways brand experiences can be measured
  1. Social media engagement. Content shared via social media can significantly amplify the reach of a brand experience. ...
  2. Customer acquisition. ...
  3. Free product samples. ...
  4. Capturing consumer data. ...
  5. Crowd intelligence technology. ...
  6. Product sales. ...
  7. Live consumer engagement.

What is brand experience scale? ›

A brand experience can be broken down into four dimensions: Sensory, affective, intellectual, and behavioural (Brakus, et al., 2009).


1. What is a Digital Experience Management platform?
2. Prisma SASE & Autonomous Digital Experience Management
(Palo Alto Networks SASE)
3. Customer Experience Management: The power of journey-driven CCM
4. Experience Management and Customer Experience with SAP and WSJ (CXOTalk)
5. What is Customer Experience Management? (CXM or CEM)
(Nienke Bloem)
6. Introduction to Human Experience Management
(SAP SuccessFactors)
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