2 minute read
By Ryan Hollenbeck
Posted in Customer Engagement
In my first blog in this series, I discussed how we at Verint make every effort to constantly innovate in the marketplace by staying close to market demands -- and even closer to our customers. Understanding their business needs is a data point that our customer experience analysis suggests we are very good at and continuing to get even better.
For example, we continually hear from our customers that customer engagement has become a sustainable competitive advantage, essential to their future success. To get there, they are modernizing customer engagement with the adoption of open, flexible solutions that support heightened customer demands, the evolving workforce and ever-changing business dynamics, and that enable stronger enterprise-wide collaboration.
You may know that we recently conducted a market assessment with our partners at Vantedge to better understand the opinions of business professionals who are influential in the decision-making process and in selecting technologies, solutions and services to improve customer engagement strategies.
I shared some of those results in my first and second blogs in this series. I asked readers in my second blog: would your customers call your organization a partner or a vendor?
The Vantedge market research told us that while most organizations likely want to call themselves partners, most customers say they are not receiving the collaborative, advisor approach they want. And so you may ask: So what did the customers interviewed tell the market researchers about Verint?
What we learned is that Verint is indeed a "trusted advisor" and according to Vantedge, scored among the highest they have seen in similar market studies they have conducted. The following two percentages reflect customer agreement with statements about provider commitment overall:
It's great to be a leader, and yet we are always striving for continuous improvement as a trusted advisor for our customers. I spend a good bit of my time with our customers -- as I said in my last blog, we find that they appreciate us most when we are listening, responding and improving.
Over the past several years Verint has expanded its family significantly. We take a great deal of pride in how these companies help us offer the industry's most robust portfolio for enhancing customer engagement. We'll continue to put our customers first -- no matter their industry, geography or solutions purchased.
And there's more: We've got some exciting news to share with you soon! Our next global research is about to be released, and we're going to explore engagement in the "Always-on Era." We'll dig into how humans and technology work hand-in-hand to meet constantly rising expectations. The study will dive deeply into the relationship between technology and humans in the workplace -- exploring the impact of this relationship on customer engagement as well as the importance of a hybrid workforce.
Terrific series and nice reminder to never be complacent...even if you're out in front! I'm looking forward to seeing the results and highlights from the "Always-on era" research...another excellent and highly relevant topic to dig into!
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