2 minute read
By Ryan Hollenbeck
Posted in Customer Engagement
Here at Verint, we make every effort to constantly innovate in the marketplace. To do this, we must stay close to market demands -- and even closer to our customers and their requirements.
Simply put, this is part of our guiding principle ". . . understand our customers' business needs, proactively communicate with them, and make it easy to do business with us throughout their journey."
As part of this deep market understanding, we recently conducted a market assessment with our partners at Vantedge to better understand opinions of business professionals who are influential in the decision making process and selecting technologies, solutions, and services to improve Customer Engagement strategies.
The study also sought to better understand global and regional business priorities, provider perceptions, provider capabilities and performance, and future intent. Let's get started with a few key initial findings from the assessment, and then we'll unpack some of the others in future blogs.
"Improving customer experience" is the top business priority for the customer group in the assessment (64% of respondents ranked this number one!). This aligns with the general market priorities: Two of the top three business priorities are Customer Experience and Customer Support Performance Optimization. This also mirrors other research showing that in 2019 CX is indeed a board-level priority.
Key to delivering an effective customer experience is being able to deliver consistent, personalized service across channels. We provide a comprehensive suite of self-service and assisted-service engagement channels that share underlying intelligence to drive consistent, personalized and contextual experiences across customer touch points.
The concept of automation is viewed as "most important" by general market participants, and these same individuals viewed Verint "as a leader in automating, particularly in the U.S."
We continue to hear from our customers and the market at large that organizations want to increase their speed and efficiency, as well as free up employees at all levels for more meaningful work. Our solutions enable employees to focus on more strategic and customer-facing activities -- and less on repetitive tasks -- by automating routine functions such as data entry and quality evaluations.
When asked about important capabilities and benefits for their preferred customer engagement solutions to deliver, "simplification" was ranked as the number one concept by 43% of respondents -- more than any other. This is also consistent with the "simplify" mantra we're hearing in the marketplace.
To keep up with rapid changes in the customer engagement landscape, organizations need trusted partners and proven solutions that are easy to own, easy to operate, and easy to expand. Increasingly, these solutions must support collaboration, automation, open interfaces, simple integrations, and cloud and other deployment models -- all key success factors for driving modern customer engagement with greater simplicity.
As you can see, this assessment shows that it's going to be an exciting year ahead for customer engagement. Let us know your thoughts -- in our next blog, we'll drill into more data and results from the Verint-Vantedge assessment.
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