The uncertainty of today’s world has had an incredible impact on employees and the customers they serve. Due to these circumstances, personalised and agile customer experience and marketing strategies are needed more than ever before.

Like so many organisations, Verint has rolled with the punches and adapted to change. We’ve listened to our customers and made some changes to help them adapt to this new reality—likely you have done the same.

Perhaps you have discovered—as we have—that the goal of reimagining these efforts is to find the right digital detours to keep your customers and prospects engaged.

By leading with empathy and a desire to understand and address customer needs and requirements now, organisations may just find a renewed sense of customer loyalty. Verint’s Ryan Hollenbeck, senior vice president, global marketing and executive sponsor of Verint’s customer experience (CX) program, shares what he has discovered recently in his 
new article for Forbes.