ABSTRACT

2015-2016 Enterprise Feedback Management Product and Market Report

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This is DMG Consulting LLC’s fifth report on the enterprise feedback management (EFM) market, although it’s been five years since we published on this topic. A great deal has changed in this IT segment, but the fundamental purpose of what is now known as EFM is basically the same as it was in 2000: to collect feedback from customers (or prospects) in order to understand their perception of a company.

Please contact Deborah Navarra at [email protected] or 516-628-1098 with any questions. To order your copy of the report, visit www.dmgconsult.com.

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The current generation of EFM solutions is re-defining the concept of customer feedback. There are many applications, such as speech and text analytics, that can convert unstructured customer feedback into structured insights in order to provide an understanding of customer needs and wants. However, the simplest, and often most effective, way to determine what your customers and prospects are thinking is to ask them. Surveying remains the primary method that EFM solutions use to capture information from customers. The survey function has matured, and now includes both structured and unstructured feedback channels as well as solicited and unsolicited inputs.

When data from all channels is combined and analyzed on a holistic basis, end users have a rich source of data for gaining insights into what their customers (and prospects) are doing, how they feel, and what they think about the company’s products and service. This customer-centric data is finally starting to be valued as an enterprise asset instead of just information to improve contact center productivity and performance. EFM solutions are helping to shift the focus from the organization back to the customer, and by doing so, they are empowering consumers. The 2015 – 2016 Enterprise Feedback Management Product and Market Report is designed to help prospects identify the right vendor and acquisition model to meet their current and future needs. It explains all aspects of the enterprise feedback management market, discusses trends and challenges, and provides market activity data, pricing, benefits and implementation best practices. DMG Consulting LLC’s EFM coverage focuses on leading and emerging competitors, products and solutions, including an in-depth analysis of six vendors: Confirmit, CX Group, InMoment, MaritzCX, NICE Systems and Verint Systems. MirrorWave, an emerging competitor based in New Zealand, is covered at a higher level.

Enterprise servicing priorities are changing for the better. For the past 30 years, companies claimed to care about customers, but their actions made it clear that their own needs came first. While this was generally accepted in the past, even though it was greatly disliked, the Millennial generation is forcing a shift in servicing priorities and approaches. When Millennials are displeased, they go social, to an audience of potentially hundreds or thousands of consumers. When negative reviews and posts go viral, they can adversely impact a company’s stock price and bottom line, in addition to their reputation. The clear relationship between quality of service and financial performance is forcing enterprises to change their servicing policies and practices, and EFM solutions are playing a significant role in this process. Leading organizations are now incorporating feedback from multi-channel EFM solutions in their feedback loop. The new generation of EFM solutions uses social media to capture unsolicited feedback and as a means of engaging directly with customers.

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Key Elements of This Report  Definition of EFM and a review of the functional building blocks that comprise a complete EFM solution  Review of EFM fundamentals, including EFM modes, methodologies, mechanics and results management  Service delivery models and deployment options for enterprise feedback management solutions: on-premise, cloud, hosted, managed service and hybrid  The trends and challenges driving enterprise investments in enterprise feedback management solutions and vendor innovation  EFM market innovation, including new functionality that has recently been introduced, and what is planned to be delivered in the next 12 – 18 months  Insightful discussion of EFM’s integral role in understanding the customer journey  Examination of why it’s essential for companies to capture and understand the voice of the employee  A look at how today’s EFM solutions are putting results to work by providing actionable insights  Enterprise feedback management market activity and market share analysis, adoption rate, and 5-year projections  Analysis of the enterprise feedback management competitive landscape  Company snapshots and product overviews for the 6 featured EFM vendors, including high-level functional and technical summaries and side-by-side comparative analyses of key functional and technical capabilities  Enterprise feedback management uses, benefits and return on investment (ROI) analysis  Implementation analyses for enterprise feedback management solutions, including implementation process, vendor best practices, maintenance and support, workshops, training and professional services  Comprehensive vendor satisfaction survey results that measure and rank vendor approval ratings across 20 product components and 10 vendor categories  Detailed pricing comparison and analysis for premise-based, cloudbased and managed service enterprise feedback management solutions  Detailed company reports for the 6 vendors covered in this Report, analyzing their products, functionality and future product development plans, plus a higher-level look at an emerging EFM vendor from New Zealand  Enterprise Feedback Management Vendor Directory

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Report Highlights • The EFM market has become highly innovative: While still dedicated to capturing the voice of the customer, emerging vendors are using new technology and techniques to also engage consumers while capturing their feedback. • EFM solutions are instrumental in capturing and analyzing the customer journey: Enterprises are investing in all types of analytical solutions, including EFM, to capture and provide insight into the customer perspective, so they can improve customer engagement and deliver an experience that better meets customer expectations. While customer journey analytics is about identifying overarching trends and opportunities, EFM solutions position companies to understand their customers as individuals, and by doing so, helps to deliver a consistent, frictionless and personalized experience. • DMG anticipates a significant uptake in the adoption of EFM solutions: The number of EFM implementations is expected to increase by 16% in 2015, 17% in 2016, and by at least 18% in 2017, 2018 and 2019, largely due to the expanding and increasing uses and benefits of these solutions. The availability of innovative technologies and applications is also fueling the growth of the market. • EFM is a highly competitive landscape: There are over 100 competitors, and more coming to the market with EFM or other surveying capabilities, a trend that is expected to continue. These vendors include stand-alone EFM providers, consulting firms, traditional market research organizations, and others.

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SAMPLE FIGURE

The “Service” Organization of the Future

Source: DMG Consulting LLC, September 2015

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TABLE OF CONTENTS

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1. Executive Summary 2. Introduction 3. DMG Consulting Research Methodology 3.1 Report Participation Criteria 4. What is Enterprise Feedback Management? 4.1 DMG Definition 4.2 Application Building Blocks 5. Enterprise Feedback Management Fundamentals 5.1 Enterprise Feedback Management Programs 5.2 Enterprise Feedback Management Methodologies 5.3 Enterprise Feedback Management Fundamentals 5.4 Dashboards, Reporting and Analytics 6. Service Delivery Models for Enterprise Feedback Management Solutions 6.1 DMG Service Delivery Definitions 7. Enterprise Feedback Management Market Trends and Challenges 7.1 Enterprise Feedback Management Trends 7.2 Enterprise Feedback Management Challenges 8. Enterprise Feedback Management Market Innovation 8.1 New Product Features 8.2 Future Enhancements 9. Enterprise Feedback Management as a Component of Customer Journey Analytics 10. Employee Feedback Management 11. Making Enterprise Feedback Management Results Actionable 12. Enterprise Feedback Management Market Activity Analysis 12.1 Market Share Analysis 13. EFM Market Projections 14. Enterprise Feedback Management Competitive Landscape 15. EFM Vendors and Solutions 15.1 Company Snapshot 15.2 Vendor Strategy 15.3 Vendor Offerings and Products 15.4 EFM Product Analysis 15.5 Multi-Channel Capabilities 16. High-Level Functional Summary 17. High-Level Technical Summary 18. Uses, Benefits and Return on Investment 18.1 Uses 18.2 Benefits 18.3 Return on Investment (ROI)

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TABLE OF CONTENTS

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19. Enterprise Feedback Management Implementation Analysis 19.1 Enterprise Feedback Management Implementation Process 19.2 Enterprise Feedback Management Implementation Best Practices 19.3 Benchmarking 19.4 Training, Workshops and Professional Services 19.5 Maintenance and Ongoing Support 20. EFM Vendor Satisfaction Survey 20.1 Summary of Survey Findings and Analysis 20.2 Detailed Survey Findings and Analysis 20.3 Customer Insights 20.3.1 Channels Supported by EFM 20.3.2 Types of Feedback Supported by EFM 20.3.3 Business Units Supported by EFM 20.3.4 EFM Benefits 20.3.5 Strengths of EFM Solutions 20.3.6 EFM Desired Enhancements/Additional Capabilities 20.3.7 Impact on the Contact Center/Organization 20.3.8 Additional Comments 21. Enterprise Feedback Management Pricing 21.1 Premise-Based Pricing 21.2 Cloud-Based Pricing 21.3 Managed Service Pricing 22. Company Reports 22.1 Confirmit 22.2 CX Group 22.3 InMoment 22.4 MaritzCX 22.5 MirrorWave 22.6 NICE Systems 22.7 Verint Systems Appendix: Enterprise Feedback Management Vendor Directory

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TABLE OF FIGURES

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Figure 1: The “Service” Organization of the Future Figure 2: Enterprise Feedback Management Programs Supported Figure 3: Enterprise Feedback Management Methodologies Supported Figure 4: Feedback Management Fundamentals: Design, Development, Deployment Figure 5: Dashboards and Reporting and Analytical Capabilities Figure 6: Service Delivery Models, Advantages and Disadvantages Figure 7: DMG’s Service Delivery Model Definitions Figure 8: Vendor Service Delivery Options Figure 9: Enterprise Feedback Management Trends Figure 10: EFM Challenges Figure 11: New Product Features Figure 12: New Product Features, by Category Figure 13: Future Enhancements Figure 14: Enterprise Feedback Management Product Analysis Figure 15: Employee Feedback Management Figure 16: Making Results Actionable Figure 17: 2015 CJA Market Activity, as of May 31, 2015 Figure 18: EFM Market Projections, 2015 – 2019 Figure 19: EFM Competitive Landscape Figure 20: Company Information as of July 2015 Figure 21: Vendor EFM Strategy Figure 22: Enterprise Feedback Management Products Figure 23: Enterprise Feedback Management Product Analysis Figure 24: Multi-Channel Capabilities Figure 25: High-Level Functional Summary Figure 26: High-Level Technical Summary Figure 27: What types of feedback/surveys are you currently using? Figure 28: What business units are using the EFM solution? Figure 29: Top 5 Quantifiable Benefits From EFM Figure 30: EFM ROI Analysis Figure 31: Enterprise Feedback Management Implementation Analysis Figure 32: Enterprise Feedback Management Implementation Best Practices Figure 33: Benchmarks Figure 34: Training, Workshops and Professional Services Figure 35: Maintenance Model and Ongoing Support Figure 36: Customer Survey Rating Categories Figure 37: Average Satisfaction Ratings, by Category Figure 38: Product Satisfaction Ratings, by Category Figure 39: Ease of Use/Configuration/Maintenance Satisfaction Ratings, by Customer Figure 40: Feedback Design and Deployment Features and Options

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TABLE OF FIGURES

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Figure 41: Omni-channel support Figure 42: Ability to structure and analyze unstructured feedback from audio and text-based feedback Figure 43: Sentiment analysis capabilities Figure 44: Ability to capture and aggregate solicited and unsolicited customer feedback Figure 45: Ability to understand the impact of interactions, events and actions on customer behavior Figure 46: Ability to provide insight into the multi-channel customer journey Figure 47: Ability to correlate feedback results with quality management Figure 48: Ability to identify business and operational issues/opportunities Figure 49: Ability to identify performance factors that are key drivers of feedback results Figure 50: Automated workflow for initiating and managing tasks and follow-up activities based on scoring thresholds Figure 51: Ability to use results to initiate customer-directed and customer-focused changes Figure 52: Ease of integration with third-party applications Figure 53: Real-time capabilities Figure 54: Reporting, Dashboards and Analytics Figure 55: Ability to reduce customer effort Figure 56: Ability to improve customer engagement Figure 57: Ability to capture the voice of the employee Figure 58: Ability to improve employee engagement Figure 59: Current Product Satisfaction Ratings, by Customer Figure 60: Implementation Satisfaction Ratings, by Customer Figure 61: Training/Workshops Satisfaction Ratings, by Customer Figure 62: On-going Service and Support Satisfaction Ratings, by Customer Figure 63: Professional Services Satisfaction Ratings, by Customer Figure 64: Innovation Satisfaction Ratings, by Customer Figure 65: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer Figure 66: Communication Satisfaction Ratings, by Customer Figure 67: Pricing Satisfaction Ratings, by Customer Figure 68: Overall Vendor Satisfaction Ratings, by Customer Figure 69: In what channels are you using your EFM solution? Figure 70: What types of feedback/surveys are you currently using? Figure 71: What business units are using EFM information? Figure 72: What are the top 3 - 5 benefits that were realized from EFM? Figure 73: Please tell us the top 3 - 5 strengths of your EFM solution. Figure 74: What enhancements/additional capabilities would you like to see in your EFM solution? Figure 75: What is the biggest impact that the EFM solution has had on the contact center and/or organization? Figure 76: Additional comments about your experience with the vendor and/or product Figure 77: Pricing for a Premise-Based Solution: 250 Seats Figure 78: Pricing for Cloud-Based Service: 250 Seats Figure 79: Pricing for Managed Service: 250 Seats

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