Verint International Study of More Than 24,000 Consumers
Across 12 Countries Indicates Need for Organizations to Strike the
Right Balance Between Personalized Service, Data Privacy and
Transparency
- Nearly 9 out of 10 (89%) consumers
surveyed say it’s vital they know how secure their personal
information is.
- 86% want to know if their data will be
passed on to third parties for marketing purposes.
- Personalized service continues to be
important, with 80% of consumers saying they like it when service
is tailored to them and their interests.
- Verint business survey finds that
concerns are aligned, with businesses placing emphasis on the
importance of data privacy (94%), personalization (95%) and
resolving queries quickly (92%).
Results of an international study from Verint® Systems Inc.
(Nasdaq: VRNT) have shown that concerns around data privacy and
security remain at the top of the consumer agenda. Of more than
24,000 consumers surveyed across 12 countries by Opinium Research
LLC, 89% think it is important to know how secure their personal
information is, while 86% believe it’s important to know whether
their data will be passed on to third parties for marketing
purposes.
The survey also highlights the continued importance of
personalized customer service, with 80% of consumers liking service
from their providers that is personalized to them and their needs.
This introduces a challenge for many organizations because to
provide highly personalized offerings they must have a greater
understanding of their customers’ needs, purchasing histories and
preferences. That translates into collecting, analyzing and holding
customer data related to these preferences and behaviors. Together,
this creates a dichotomy, as it’s very clear from the research that
consumers have growing concern over their privacy and the use of
the data.
Businesses seem to be on the same page as their customers,
understanding the role that trust and transparency plays in
building positive relationships with their base. A Verint business
survey across 1,019 organizations in 12 countries found 94% agree
that it is important to inform customers that their data is secure,
and 96% understand the need to tell customers if their data will be
passed on to third parties. As a result, they will have to ensure
these high standards are maintained, as one misstep with a
customer’s data can have disastrous effects.
Notes Ryan Hollenbeck, Verint SVP global marketing and customer
experience program executive sponsor, “Companies have a difficult
balancing act to negotiate between security, transparency and a
personalized experience. It’s something that organizations across
all sectors have to get right or risk losing valuable customers.
Today’s brands must work to ensure greater transparency over the
use of customer data and build trust and confidence in this
increasingly challenging environment.”
Adds Marije Gould, Verint VP, EMEA marketing, “It comes down to
getting the basics right, using technology and analytics to better
understand what’s really on the minds of customers, and then
working to help ensure the right resources are in place to address
evolving needs and requirements.”
About the Research
The research was commissioned by Verint from June 23 to July 20,
2016 in association with Opinium Research LLP, a UK-based research
company. Interviews were conducted amongst 24,001 consumers in the
following countries: Australia (2,000), Brazil (2,000), France
(2,000), Germany (2,000), India (2,000), Japan (2,000), Mexico
(2,000), the Netherlands (2,000), New Zealand (2,000), South Africa
(2,000), the UK (2,001) and the US (2,000). The research was
conducted online, in the local language for each country, and
respondents were incentivized to participate.
Learn More
These findings are part of a wider report titled The Digital
Tipping Point: How Do Organizations Balance the Demands for Digital
and Human Customer Service? by Verint in conjunction with research
and advisory firm IDC. The report, which is downloadable at
www.verint.com/digital-tipping-point, shares insights, practices
and advice for organizations on which channels and methods of
contact matter most to consumers today; how these differ across
service query types, industries, territories and demographics; and
the desire for personalization combined with data privacy and
transparency.
About Verint Systems Inc.
Verint® (Nasdaq: VRNT) is a global leader in Actionable
Intelligence® solutions with a focus on customer engagement
optimization, security intelligence, and fraud, risk and
compliance. Today, more than 10,000 organizations in approximately
180 countries—including over 80 percent of the Fortune 100—count on
intelligence from Verint solutions to make more informed, effective
and timely decisions. Learn more about how we’re creating A Smarter
World with Actionable Intelligence® at www.verint.com.
This press release contains “forward-looking statements,”
including statements regarding expectations, predictions, views,
opportunities, plans, strategies, beliefs, and statements of
similar effect relating to Verint Systems Inc. These
forward-looking statements are not guarantees of future performance
and they are based on management's expectations that involve a
number of risks, uncertainties and assumptions, any of which could
cause actual results to differ materially from those expressed in
or implied by the forward-looking statements. For a detailed
discussion of these risk factors, see our Annual Report on Form
10-K for the fiscal year ended January 31, 2016, our Quarterly
Report on Form 10-Q for the quarter ended October 31, 2016, and
other filings we make with the SEC. The forward-looking statements
contained in this press release are made as of the date of this
press release and, except as required by law, Verint assumes no
obligation to update or revise them or to provide reasons why
actual results may differ.
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