Kantar Operations Mock Interview

Master 30 Kantar Operations interview questions covering data insights, client delivery, and operational excellence.

Question 2 of 30

Explain Enterprise Feedback Management (EFM) and Customer Experience Management (CXM).

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Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.

EFM and CXM are terms often used in the relationship management and management consultancy industries. Show the interviewer that you are familiar with these terms by breaking them down briefly. If you have exposure to a particular type of EFM or CXM software or tool, be sure to mention that experience. If Kantar suggests a specific resource in their job posting, do some research to familiarize yourself.

Rachelle Enns

Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.

"Enterprise Feedback Management gives a company the ability to collect and manage customer feedback, then use those results in various ways. This tool gives companies the ability to be actionable as it relates to customer experience. Customer Experience Management lets a company oversee every customer interaction, allowing for fast improvements and exceptional service. I see in your job posting that you are asking for experience in Verint and Wootric. I have around three years of experience with each and consider myself an advanced user. I look forward to using these critical tools at Kantar."

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30Kantar Operations Interview Questions & Answers

1.Performing market research helps us determine the direction a company should take to promote their products and services. What is a crucial point within this scope that research uncovers?

2.Explain Enterprise Feedback Management (EFM) and Customer Experience Management (CXM).

3.What marketing tools do you work with regularly and how do you stay current on development updates and new product releases?

4.Name some solutions for customer experience optimization.

5.What does the term 'people-powered data' mean to you?

6.What tools are you familiar with when it comes to customer experience surveys?

7.Have you ever trained a client on how to implement the data they receive in a customer survey?

8.What are some free and paid tools you've used to conduct market research and how have they been helpful?

9.When have you led a team in creating a new digital strategy campaign for your company or a client? What was the outcome?

10.Storytelling has become an essential part of connecting with audiences of all kinds, and using it to market to potential customers is no exception. How can we use big data to employ this tactic in a way that resonates with their audience?

11.Do you have experience with designing and implementing customer experience programs?

12.What is an example of a small detail that can make a big difference in marketing?

13.If you could only pick one area of focus for your clients to build on and connect with a target audience, what would it be, and why?

14.A business owner often has multiple priorities and needs guidance on the upkeep of their digital presence, so it remains a valid part of promoting and growing their business. How can our services ensure that it does?

15.In digital strategy, a company should perform audits of their business' online space to identify ways to get started or assess current performance. How can we ensure Kantar service is of utmost value to its clients?

16.Kantar believes that results should be measured to determine the success of marketing efforts. What are some key performance metrics you look at to decide whether marketing efforts have fallen short of, met, or exceeded expectations?

17.Kantar helps companies to establish an important aspect of their overall marketing strategy: positioning. How have you helped with a company's positioning strategy in the past?

18.Tell me about your statistical expertise when it comes to customer surveys.

19.What is an example of a market segment you've worked on in the past and how did it help the campaign you were working on?

20.Do you have experience presenting research and survey findings to groups of stakeholders?

21.The customer avatar is key to building the right audiences for Kantar clients. How do you collect data needed to create an ideal customer profile, then determine the strategy for targeting prospective customers that are a match?

22.Reporting and analytics are crucial for Kantar to monitor and gauge results and demonstrate ROI to clients. Give an example of a client report you've created, and how the data from that report helped you to plan the next steps of their campaign.

23.We often conduct large scale research projects for entire industries and produces periodical reports for widespread distribution. How have you leveraged data from such reporting and for what purpose within your field?

24.Tell me about one area of business-to-business market research that can be done to help improve a company's revenue and profitability?

25.Kantar believes that for visitors to have an enjoyable experience on a website or an app, its functions and formatting should be human-centric. How does this tie into the big picture when it comes to digital strategy?

26.Can you describe a time a client required a customized marketing solution, your role in the process of creating and deploying it, and any collaborative efforts involved?