Verint® Systems Executive Interview
Rob Lamoureux, Senior Director, Global Customer Advocacy, Verint® Systems
The Impact Awards recognize individuals who positively
impact the experience of their organizations’ customers. These awards showcase
professionals who have successfully led customer experience initiatives that
make a profound impact on their organization and its customer or the CX
Managing Partner, CRMXchange had the opportunity to speak with Rob Lamoureux,
Senior Director, Global Customer Advocacy, Verint on his recent CX Impact
Please tell us about Verint’s Customers4Life program?
Verint has put in place extensive
resources to support both the overall customer experience and customer success.
The foundation of these efforts is the company’s Customers4Life program --
organizational education and alignment prioritizing the customers’ point of
view and actions that foster strong customer relationships, with a focus on
ensuring customer loyalty and extending the value proposition of our solutions
throughout their enterprises.
The development of a global customer advocacy program has been a
key component of this effort, critical to increasing customer engagement,
retention and lifetime value, while tapping into the power of customer advocacy
to support sales, marketing, and other company goals and initiatives.
We have a small but mighty team of 2 FTEs and
1 part-time contractor that have put in place a wide reaching and robust
customer advocacy program that has driven significant value for both customers
A significant element of
this program is our Elevate customer advocacy platform. We evaluated technology
solutions to serve as the foundation of the program, formulating
recommendations and budget for presentation to Verint leadership. The customer
advocacy team then did all the groundwork to stand up the program and drive
visibility and awareness to educate internal stakeholders and, in particular, the
Verint customer community on program benefits:
- Recognition for customers’ innovation, customer-centricity,
and thought leadership.
- Engagement with peers to support the sharing of
best practice and ideas.
- Flexibility to determine how and when customers
share their success.
- And fun ways to participate in an assortment of
The Elevate advocacy hub offers customers the opportunity to participate
in a wide variety of advocacy activities or “challenges,” where they earn
points that they can redeem for rewards applicable to both the individual and
their organization. Elevate also helps drive greater reference fulfillment
efficiency via an enhanced reference process and visibility, in turn enabling both
the Verint customer advocacy team and sales team to operate more strategically
What Results are you seeing?
Over the past 12 months, the team has seen some tremendous
accomplishments and results. This includes:
- Nearly doubling the amount of advocates,
with 300 new customer contacts joining the program, bringing the total to almost
700 in the Americas alone and continuing
the program’s strong growth.
- More than 8,700 acts of advocacy and
more than 8,400 engagement challenges completed by the Elevate customer
- Approximately 90 sales references
provided by Elevate advocates. These first-hand accounts of their Verint
experience helped influence upward of $60 million in closed business
- Additionally, there have been more
than 2,000 social shares by Elevate advocates, with nearly 30,000 clicks
generated from those social shares.
Describe the type of impact your efforts have had on the
example is the collaboration with a speech analytics analyst, formerly of
Allianz Partners. Verint’s customer advocacy collaboration resulted in this
individual being featured in an editorial podcast and an article in Speech Technology magazine, as a
customer speaker at Verint’s Engage Global Customer and Partner Conference, as
well as at a major industry conference, and the recipient of a high-level
industry award. Further, we highlighted this person’s success with Verint
technology via a written Verint success story.
by this heightened visibility and awareness around ongoing success and flourishing
expertise, the speech analytics analyst became a very sought-after candidate.
In fact, this person was able to secure a managerial position, with a focus on
CX, at Facebook – a significant promotion from the individual’s previous
Verint nominated a number of its key customer advocates for a significant CX
industry awards program. Three of these customers were named finalists
(Backcountry.com, Bullhorn and Navy Federal Credit Union), with Bullhorn being
named Winner of the Best in Class Contact Center (100-199 seats) category. In
light of this fantastic news, the Verint customer advocacy team arranged a
sponsorship package covering airfare, hotel and award gala tickets to ensure
customer finalists could attend and receive the recognition they deserved,
including recognition by a table of Verint senior management at the event to
champion their excellence.
well, the Verint customer advocacy team recently nominated another customer, VyStar
Credit Union, for the Constellation Research Supernova Awards, recognizing
teams and leaders for their innovative application of disruptive technology and
transformative initiatives. VyStar has been named a finalist and Verint again
has offered to cover airfare and hotel to ensure that our advocate at the
organization can participate in the awards gala and be properly recognized.
you tell us a bit more about your role as a Customer Advocate Officer?
been with Verint for over 13 years, with close to two-thirds of that tenure in
customer advocacy roles.
very passionate about building strong and lasting relationships with customers,
on both a business and personal level, on behalf of Verint and I work regularly
with Verint employees from all across the company and time zones worldwide.
to step into the customer’s shoes to view Verint through their eyes. Because of
our customer advocacy efforts, the voice of the customer is speaking louder
than ever – through opportunities we give customers to share their story and
success via awards, case studies, video, social and print media, and even in the
day-to-day interactions they have with the advocacy team.
on behalf of both customers and Verint, I find myself making the most out of slim
budgets. For example, the customer advocacy team managed to commandeer budget
to reward Verint’s “Elevator of the Quarter” (an Elevate advocate that exceeds
expectations and earns the most points amongst peers in the program) with a
gift certificate for a gourmet cupcake or a celebratory yet modest gift card to
an online retailer. When it comes to customer advocacy, sometimes it’s the
thought that counts. The team also regularly secures budget for special raffle
items to reward customers for their engagement, as well as encourage and
cultivate additional engagement and advocacy. Being resourceful with slim
resources, the team has become extremely adept at making little things matter