It’s safe to say that the pandemic—with its global reach and vast impact on every industry imaginable—has once again reaffirmed the critical importance of customer experience.
In uncertain times such as these, offering a consistent, high-quality, efficient experience to your customers may well be remembered well into the future.
Independent technology research group 451 Research recently released a report on Verint’s Experience Cloud suite and stated the following:
“Verint is broadening the scope of its toolset to provide descriptive context around customer feedback. The vendor’s Experience Cloud enables ‘listening’ to feedback across contact channels, shedding light on what businesses should be doing in response to customer behavior and desire.”
The report notes that, as businesses increasingly rely on customer feedback data to identify issues and opportunities, they will require VoC solutions that can collect insights from all touchpoints and combine them with “deep analytics to interpret what customers really mean, rather than what they just say.”
Your organization is being judged through the lens of experience more than ever before. Improving convenience, empathy, security, speed, and other factors that customers and employees value can keep you competitive—and ignoring them can put you at an ever-increasing disadvantage.
To learn how to put yourself at an advantage, keep reading.