2 minute read
By Susanne Pitts
Posted in Customer Engagement
How to Harness Key Future of Work Trends
March 11; Verint and Opus Research Webinar – 1 p.m.
The future of work is here. Join the Opus Research and Verint experts listed below as they discuss three of the top workforce trends in 2021. Learn how organizations can respond to these trends—and the challenges they present—to help build enduring customer relationships. These trends include the:
VXI Retail 2020 Webinar Series
March 11, 18 and 25; Verint Experience Index webinars
The 2020 Retail Customer Purchase Journey – 1 p.m. ET
Join Verint’s Eric Head, Vice President of Experience Leadership, Karly Szczepkowski, Research Analyst, and Ellen Schwartze, XM Marketing Programs Manager as they explore the growth of digital and its implications. The journey is still omnichannel. Even in a pandemic, 46% of customers who made a purchase started in a store. And curbside pickup—an option we didn't even consider in 2019—beat out Buy Online, Pick Up In-Store (BOPIS) in fulfillment popularity. We know 2020 looked different from previous years. So what changes are here for the next six months, and which are sticking around for longer?
How Communication and Support Saved Retailers in 2020 – 1 p.m. ET
Join Verint’s Eric Head, Vice President of Experience Leadership, Karly Szczepkowski, Research Analyst, and Ellen Schwartze, XM Marketing Programs Manager as they explore how clear communication and competent support instill trust in your brand. It may feel like "back to basics" but during times of near-constant change, clear communication and competent support are still the foundation to instill trust in your brand. While digital self-service can save your business millions of dollars, you can't automate the human element. We'll discuss the differences in what customers want in digital versus support channels—and how your business can benefit by understanding the nuance.
Oh Jeez, What’s Next? Retail CX Recommendations for 2021 – 1 p.m. ET
Join Verint’s Eric Head, Vice President of Experience Leadership, Karly Szczepkowski, Research Analyst, and Ellen Schwartze, XM Marketing Programs Manager as they explore what’s changing the retail roadmap. While we didn't predict the second T. Swift album, we did get Retail CX recommendations right for 2020. New fulfillment methods such as curbside pickup, and a new wave of young, Gen-Z shoppers are changing the retail roadmap. Let our data guide your 2021 CX priorities—from quick website fixes to long-term experience quality vision for your brand.
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