Verint Open Platform for Retailers Showcased at NRF 2024, Latest Retail Research Announced
January 11 2024 - 8:30AM
Business Wire
Verint® (NASDAQ: VRNT), The Customer Engagement Company®, today
announced it will demonstrate its open platform capabilities for
retailers at NRF 2024, and its new retail research findings are now
available.
Retailers Need to Deliver, Measure and Monitor Cross Channel
Experiences
The newly published Verint Experience Index (VXI) Retail Study
shows that recent reports of the death of in-store shopping have
been greatly exaggerated. Despite the growth in popularity of
digital channels in recent years, the store is still the most
popular place for consumers to start and end a shopping journey.
The survey results, based on 6,250 responses, revealed a split of
around two-thirds versus one-third between in-store and digital for
both starting and completing purchases.
Even though 66 percent of customers visit stores to complete a
purchase, connected customer journeys across all channels have
never been more important. According to the study, 20 percent of
the most recent interactions with a retailer were consumers
planning a store visit to research a product, while seven percent
visited stores to pick up an online purchase. As customers use a
wider range of digital channels throughout the shopping experience,
retailers need to be able to effectively engage and connect with
their customers across these digital touchpoints as well as
in-store from beginning to end.
As a result of these trends, brands need to connect the digital
and physical experience and eliminate friction between those
points. This requires better choreography between digital and
physical channels by providing consumers with new ways to get what
they need online and in the store. Brands also need more visibility
into both digital and physical experiences by capturing customer
feedback throughout the customer journey.
Verint Open Platform for Retailers Unifies Customer
Engagement Solutions in a Single Platform
The Verint Open Platform for Retailers offers several solutions
to help retailers address today’s challenges:
- Improve choreography between digital and physical channels:
Applications such as Verint Appointment Booking, Queue Management,
Event Management, and Task Management are designed to capture
important insights including why customers visit the store, the
products and services they are seeking, as well as the days and
times that are most convenient to them. For example, from 2020
until 2022, the number of Verint Appointment Booking customers
tripled from 1.2M to 3.6M demonstrating consumer demand for tools
that are convenient and save time.
- Implement Voice of the Customer (VoC) capabilities across
channels: Brands need location feedback, specifically designed to
capture customer feedback on in-store experiences in near real
time. They also need digital feedback as well. The prompt and
targeted feedback on store and digital visits can fill a large data
gap by revealing more insights into what customers are experiencing
across channels.
- Elevate candidate quality: Even the most well-orchestrated
in-store to digital experience still requires the right employees
with the knowledge and skill to deliver a great experience to
consumers. To help with this problem, the Verint Interviewing Bot
automates the analysis of candidate assessments using AI,
proprietary audio models, and predictive analytics. The bot
identifies high performers, reducing attrition and hiring costs,
all while increasing performance outcomes.
The Verint Open Platform for Retailers leverages solutions to
help modernize retail operations and deliver elegant experiences
across physical locations and digital channels that will ultimately
increase customer foot traffic and enhance sales.
GNC Leverages Verint VoC to Provide Exceptional Digital
Customer Experience
Leading health and wellness brand GNC recognizes the importance
of listening to digital feedback to improve customer experience.
Using Verint VoC solutions, GNC was able to capture actionable and
diagnostic digital experience data to drive improvements across the
organization. The data is funneled to a digital triage team,
empowered with vital insights into customer experience related to
its website. Improved find-and-fix processes helped fulfillment
teams handle surging online orders, keep up with high demand and
overcome shipping and contact center challenges.
“Providing a consistent and connected experience across
engagement channels is now non-negotiable for retailers,” says
Verint’s Jackie Hudson, global vice president and general manager,
retail workforce solutions. “They need to understand the key
touchpoints across their customers’ journeys, make it easy and
convenient for customers to interact with them in their channel of
choice, and have solutions in place that provide a constant
feedback loop to ensure the customer experience is evolving and
improving to meet customer needs.”
Learn more about Verint’s Customer Engagement Solutions for
Retailers.
Visit the Verint booth #1521 at NRF 2024, Retail’s Big Show,
January 14-16, New York City.
Download the Verint Experience Index: Retail
report for the full rankings and more insights, including
details on the omnichannel customer journey, for the 25 retailers
featured.
About Verint
Verint® (NASDAQ: VRNT) helps the world’s most iconic brands
continuously elevate the customer experience (CX) and reduce
operating costs. More than 10,000 organizations in 175 countries –
including over 85 of the Fortune 100 companies – rely on Verint’s
open customer engagement platform to harness the power of data and
AI to maximize CX automation.
Verint, The Customer Engagement Company®, is proud to be
Certified™ by Great Place To Work®. 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, 2023, 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, VERINT DA VINCI, VERINT OPEN CCAAS, THE CUSTOMER
ENGAGEMENT COMPANY, BOUNDLESS CUSTOMER ENGAGEMENT, AND THE
ENGAGEMENT CAPACITY GAP are trademarks of Verint Systems Inc. or
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version on businesswire.com: https://www.businesswire.com/news/home/20240111653562/en/
Media Relations Sue Huss sue.huss@verint.com
Investor Relations Matthew Frankel
matthew.frankel@verint.com
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