1 minute read
By Nancy Porte
Posted in Customer Engagement
2020 was the year that put business as usual to the test.
As we all know, it forced a change in consumer behavior that resulted in a permanent impact on the customer journey across every industry. We’ll be reading about—and experiencing personally—the results for years to come.
Verint interviewed businesspeople from around the world in late 2020 for some real-world feedback. The research quantifies and illuminates a widening Engagement Capacity Gap brought about by new workforce dynamics, ever-expanding customer engagement channels, and exponentially more consumer interactions—all of which must be managed with a limited budget and resources.
What will this look like as 2021 continues to unfold?
Read my latest blog for CustomerThink.
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