New Harvard Business Review Analytic Services Report Outlines Key Challenges in Customer Engagement and Experience Management
December 14 2021 - 9:25AM
Business Wire
Verint Customers Embrace an Array of AI-Powered Technologies
to Meet Customer Demands and Ramp Up Digital Agility at Scale in
the Post-Pandemic Era
Businesses increasingly see customer engagement as a competitive
differentiator, especially in the post-pandemic era. Yet, the large
majority of executives worldwide (82%) believe the challenges to
managing engagement with customers will only grow, according to a
Verint-sponsored report by Harvard Business Review Analytic
Services.
As businesses approach their third year affected by the
pandemic, the report, Automating and Scaling the Soft Skills
Critical to Customer Experience in a Digital World, highlights how
companies are finding ways to better know their customers, engage
effectively with them, and deliver improved business outcomes.
R “Ray” Wang, founder, CEO, chairman, and principal analyst at
Constellation Research, says customers are expecting the various
parts of a company to speak with a singular voice. “If your
channels aren't in sync – if the customer's interactions with your
contact center, your mobile app, and your website aren't in sync –
the customer won't have patience for that,” says Wang. “They'll
move on.”
Ritu Jyoti, group vice president for worldwide artificial
intelligence and automation research at IDC, recommends companies
pursue AI- and cloud-powered digital transformation. “This is no
longer a choice,” Jyoti says. “AI-powered digital transformation,
in the cloud, is the number one tool in your arsenal for gaining a
competitive advantage, at least from a technology perspective.”
Powered by advanced artificial intelligence (AI), digital-first
customer engagement solutions deliver human-like conversations
across every channel, provide real-time resolutions to the
customer, support valuable agents, and drive positive, measurable
business outcomes.
Alight is the leading cloud-based provider of integrated digital
human capital and business solutions. Alight allows employees to
enrich their health, wealth and work while enabling global
organizations to achieve a high-performance culture. The
organization has developed a sophisticated chatbot called “Lisa”
that uses natural language processing – a form of AI – to respond
to inquiries from its customers.
“Lisa is supported with a team that's constantly reviewing data
behind the scenes, evaluating how we're answering questions, and
the relevancy of our answers, and also providing insights into
where we might want to create new topics or enhance existing ones
by adjusting our algorithms,” says Ibrahim Khoury, Alight’s
director of product development.
“We’re seeing a rapid transformation in the way organizations
interact with customers,” says Verint’s Heather Richards, vice
president, go-to-market, digital-first engagement. “The pace of
digital adoption and consumer expectations are unprecedented, and
this report outlines why companies are moving forward with
digital-first strategies to improve interactions and customer
engagement.”
Alight’s Ibrahim Khoury, Verint’s Heather Richards and HBR’s
Alex Clemente will outline the top takeaways from the report and
share how companies are rapidly adopting digital-first customer
engagement solutions and adapting to changing customer expectations
on a webinar, “Improving Customer Experience in a Digital-First
World,” at 1 p.m. ET on January 20, 2022.
About Verint
Verint® (Nasdaq: VRNT) helps the world’s most iconic brands –
including over 85 of the Fortune 100 companies – build enduring
customer relationships by connecting work, data and experiences
across the enterprise. The Verint Customer Engagement portfolio
draws on the latest advancements in AI and analytics, an open cloud
architecture, and The Science of Customer Engagement™ to help
customers close The Engagement Capacity Gap™.
Verint. The Customer Engagement Company™. Learn more at
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, 2021, our Quarterly
Report on Form 10-Q for the quarter ended October 31, 2021, 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.
VERINT, THE CUSTOMER ENGAGEMENT COMPANY, BOUNDLESS CUSTOMER
ENGAGEMENT, THE ENGAGEMENT CAPACITY GAP and THE SCIENCE OF CUSTOMER
ENGAGEMENT are trademarks of Verint Systems Inc. or its
subsidiaries. Verint and other parties may also have trademark
rights in other terms used herein.
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Media Relations Amy Curry amy.curry@verint.com
Investor Relations Matthew Frankel
matthew.frankel@verint.com
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