2019 Customer Engagement Guide
Learn how leading brands are creating competitive advantage, simplifying engagement, empowering their workforce and customers and harnessing the power of a
2019 Customer Engagement Guide
Creating Competitive Advantage
Engagement is Everything
Your Competitive Advantage
Creating a seamless, personalized customer experience regardless of channel is the defining customer engagement opportunity for the world’s most well-known brands and for the brands who aspire to dethrone them.
With a modern engagement approach, each customer interaction can become an opportunity to gain a loyal advocate for your brand.
By focusing on open, flexible solutions you can drive sustainable competitive advantage. Leveraging automation through artificial intelligence and advanced analytics can further extend your competitive moat.
Beyond Customer Engagement
Great engagement with your customers should be the rule, not the exception. In 2019, the brands you know and trust are driving loyalty with their customers and extending their competitive edge by focusing on:
- Simplifying customer engagement
- Empowering employees and customers
- Sharing real-time intelligence
Video: The Future is Here
Contact center leaders are looking to the future to tackle CX challenges with new strategies.
Do you have a senior executive in your organization dedicated to Customer Experience?
The Need Has Never Been Greater
Simplify Customer Engagement
Today's customer service issues can be complicated, but managing your solutions doesn't have to be.
The past decade has introduced a myriad of niche service applications that have collided with much older, homegrown applications, further complicating engagement.
"The marriage of new and old systems created an incomplete view of the customer, a disconnected experience and a tangled web of software."
Leveraging integrated and open solutions, can help you share intelligence across the organization, break down silos and accelerate decision making.
Tips for 2019:
- Start Anywhere. Plug and play components or entire suites to elevate your engagement approach.
- Deployment Flexibility. Modernize your ecosystem and protect legacy investments with cloud, on-premises or hybrid options.
Simplifying and modernizing your engagement infrastructure is key to being agile and responsive to the demanding expectations of your customers.
Video: Trends in Action
See how Alorica uses Verint to help it simplify its operations and fuel great experiences for customers.
Which of these are most important to your organization to simplify Customer Engagement
- An open, connected and integrated portfolio
- A “start anywhere approach”
- Investment protection now and in the future
- Deployment flexibility: cloud, on-premises or hybrid
- Solutions that are easier to own and expand
Empowering Your Workforce
Engaged Teams Drive Results
Success Starts with the Employee
Providing a world-class CX requires an engaged team who confidently responds with the care, skill and speed your customers expect. It also requires empowering employees by automating manual work so they can focus on customers.
Many customer engagement transformation efforts fall short because employees are stymied by disjointed systems, inaccessible answers and an incomplete view of the customer. Success first requires transforming the employee experience.
Video: Humana's Innovations in the Contact Center and Back office
Tips for Driving Engagement
- Flexibility. Enable employees to manage when, where and how they work.
- Transparency. Define how employees are measured and managed.
- Motivation. Improve employee performance through teamwork and competition.
- Mobility. Provide access to information for your employees anytime, anywhere.
- Empowerment. Make it easy for employees to find answers and help customers.
Video: Innovation in Action
Verint Mobile lets employees check their schedule, request time off, swap shifts and more.
Do your employees feel heard? Or just evaluated?
What if there was a way to understand what was happening on the 99 percent of contact center calls that you don’t have time to listen to? Today, critical insights into employee performance are lost in a massive archive of unheard conversations. Using artificial intelligence, Verint’s Automated Quality Management provides consistent, calibrated and automated scoring of up to 100 percent of calls.
Simplifying and modernizing your customer engagement infrastructure is key to being agile and responsive to the increasingly demanding expectations of your customers. Modernizing this process introduces new levels of objectivity and transparency for your employees. It shifts them from simply being evaluated to being heard.
Empowering Your Customers
Building an Omnichannel Strategy
Are you able to collect, analyze and act on large amounts of customer interaction data across all of your channels?
Can your employees “multitask” across different channels and platforms to keep up with your customers?
Do you have a complete view of your customers’ preferences and histories?
In 2018, leading brands are increasingly answering “Yes” to these omnichannel challenges in a seamless, consistent fashion.
Maintaining your competitive edge requires delivering the same experience through self-service channels as you do through assisted service channels, so you can meet the expectations of today’s demanding customers.
Your organization is constantly being graded by your customers. Those unfiltered reviews appear on Facebook, Twitter, TripAdvisor and other sites, shaping opinions of future buyers in real-time.
Driving the outcomes that result in five-star ratings requires empowering customers with:
- Personalized and consistent experiences across channels
- Self-service with the same quality as assisted-service
- Proactive engagement and communication
- Easy ways to provide feedback and be heard
"Engaged, empowered customers are more satisfied, more loyal and more likely buy."
Video: Do you know what your customers want?
Today’s customers want you to value their time, offer a variety of communication options, and genuinely care about them. Is your CX strategy meeting their needs?
Driving Insights Across the Enterprise
Real-time Shared Intelligence
Insight Across the Enterprise
CEOs recognize that customer engagement is the new competitive advantage. They are demanding to know how they are doing with every customer interaction, and where can they improve. Without a holistic view into the customer’s journey and comprehensive data and insights, they can’t answer these questions.
Intelligence needs are rapidly moving beyond measuring, monitoring and forecasting to understanding intent, predicting behavior and driving automation across the enterprise.
However, untangling the complexity of systems required to execute this vision is a major challenge for most organizations. Verint can help you modernize your ecosystem so you can:
- Address the rising tide of compliance changes and risk.
- Battle increasingly sophisticated fraud attempts.
- Support a progressively volatile buyer’s journey.
Video: Innovation in Action
See how Holland America uses a range of Verint solutions to enhance the experience of its customers and employees alike.
Are you optimizing customer engagement or just measuring it?
With integrated and open solutions, you can connect your existing technology and data warehouses — both on-premises and cloud. Verint's next-generation capabilities enable you to make decisions in the moment and drive your competitive differentiation.