What does customer engagement look like in 2018?
Exceptional customer engagement is about understanding the needs of both your customers and employees. When employees are happy, so are your customers.
Customer engagement solutions have moved in leaps and bounds in recent years, with the integration of automation playing a major role in this advancement. However, the importance of analytics in enhancing the customer experience shouldn’t be overlooked.
As experienced customer engagement specialists, Verint have a unique and clear position in the market in that we can understand both sides of an interaction very well.
The customer and employee join in creating a seamless customer experience and advanced analytics can help to provide insights on areas for improvement in the customer interaction phase.
Interestingly, years ago, the customer experience was mostly defined through voice. The transfer of money from one account to another required a call centre. However, interactions have now moved to self-service mode as a result of new digital channels.
This makes the need for analytics in customer engagement much more important as every customer and employee interaction warrants insights regarding quality, service and experience. Without analytical insight, business can struggle to understand certain customer experience and engagement blind spots that can occur in digital communication platforms.
Finally, a fully integrated management platform has the potential to revolutionise customer engagement. To really solve the mission of providing the best customer experience, a fully integrated platform that brings together knowledge of the customer and employee is crucial.
Analytics and knowledge management tools are key for modern day customer engagement. It sounds simple, but the data aspect of customer engagement is sometimes overlooked.
At Verint, we believe the combination of analytics, management tools and automation touch points provide powerful ways for businesses to understand how to best utilise their workforce to create a wonderful customer experience.
Analytics, combined with automation, are now among the top priorities for business when it comes to creating the best customer experience; and will be for many years to come.
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