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Submitted URL: http://opinionlab.com/
Effective URL: https://www.verint.com/experience-management/
Submission: On October 20 via manual from IN — Scanned from DE

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EXPERIENCE MANAGEMENT

Engage with your customers and employees to capture, analyze, and act on their
feedback in a closed-loop process across the entire organization.

 * Watch On-Demand: How CX Programs are Improving Operations




VERINT EXPERIENCE INDEX RETAIL REPORT 2022

After two years where huge focus and investment has been on digital solutions,
the reopening of stores and growth of hybrid working solutions (with some
employees returning to the office) means that retailers are looking at another
change in how they provide customer experiences.

With the level of investment seen in digital solutions since 2020, it’s an
uncertain time for many retailers, and finding a balance that offers exceptional
online and in-store experiences isn’t straightforward.

Read the report



OUR EXPERIENCE MANAGEMENT CUSTOMERS

Verint partners with best-of-breed brands to unify the customer experience at
scale, improve CX, and drive better business decisions.

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Customer Success Stories


DRIVING BETTER BUSINESS DECISIONS

Understanding customer interactions and experiences across all channels is
essential to your success. With Verint Experience Management, you can use
customer experience data to create a holistic, cross-channel view of CX at
scale.

Standardize your approach to data integration, analysis, and visualization.
Include behavior, attitudinal, and inferred inputs from your physical sites,
apps, and contact center.

The missing element isn’t one thing, it’s seeing everything. Verint Experience
Management can provide you with the data, structure, and clarity to drive
operational- and strategic-level decisions across departments.

eBook: Answering the 5 Questions on Every CX Leader’s Mind




WHY EXPERIENCE MANAGEMENT?

Consumers judge everything through an experience lens. They shop, research,
work, and play, asking: is this efficient, rewarding, personal? If it is, they
come back and tell their friends. You must compete on experience. But the
execution is hard for many reasons:

 * Data is overwhelming and disconnected
 * Siloed stakeholders can’t share insights or coordinate actions
 * Most solutions can’t meet companies at their current maturity level

Customer behavior continuously changes, and data points are crucial to
understanding what your customers want and how they feel in real time.
Organizations must think digital first to ensure they remain essential to
customers.

What if you could account for all customer and employee feedback and deliver
insights everywhere? Customer Engagement software from Verint can help.

Download the Experience Management Brochure



UNIFYING THE CUSTOMER EXPERIENCE

With Verint Experience Management solutions, you can:

 * Capture experience data from customers and employees across a variety of
   channels, including social media sites
 * Provide a single, enterprise survey and case management solution
 * Unify feedback from across your organization
 * Manage the timing of surveys to eliminate “feedback fatigue” and improve
   response rates
 * Offer a holistic view of your customers’ experiences by combining data from
   other Verint solutions or external sources

The State of CX Trends Report 2021



MOVE BEYOND THE SURVEY

Imagine merging insights from contact center, chat sessions, customer-initiated
web feedback, flexible surveys, and digital behavior on web sessions into a
single, unified view.

Easy to access, deeper insights mean a better understanding of customer
behaviors, needs, and expectations. Having the right information in a
straightforward customer experience management solution enables you to improve
your customer experience, increase operational efficiencies, and identify areas
that require improvements.

Verint Experience Management empowers CX teams to make tactical, operational,
and strategic actions that improve loyalty, conversion, and other important
KPIs.

Webinar: Moving Beyond Surveys for a Holistic CX Strategy



DELIVER GREAT CITIZEN EXPERIENCES WITH VERINT EXPERIENCE MANAGEMENT – FEDRAMP
EDITION

With a 20+ year track record helping federal departments and agencies measure
and manage citizen experience, Verint’s FedRAMP Moderate authorized solutions
make it easier than ever to comply with recent Executive Orders mandating the
adoption of FedRAMP for hosted solutions and to improve overall the citizen
experience. Verint is offering its FedRAMP-authorized solutions through our
FedRAMP hosting partner, TTEC.

Learn more about Experience Management – FedRAMP Edition



DATA SECURITY AND COMPLIANCE WITH HIPAA

Verint Experience Management (XM) is compliant with the privacy and security
requirements set forth in the Health Insurance Portability and Accountability
Act (“HIPAA”) and the Health Information Technology for Economic and Clinical
Health (“HITECH”) Act. For Covered Entities and Business Associates subject to
HIPAA and HITECH, Verint XM solutions provide processing, transmitting, and
storing electronic protected health information (“ePHI”) which supports our
customers HIPAA compliance. Upon request, Verint will execute a business
associate agreement (“BAA”) which specifies HIPAA and HITECH related commitments
for ePHI processed, transmitted or stored by Verint XM.



VERINT EXPERIENCE MANAGEMENT AMPLIFIES DIGITAL TRANSFORMATION

GNC helps people live healthier lives by giving them easy access to wellness
products. But, the ecommerce team felt the pressure when the world moved
digital-first and online demand skyrocketed. They turned to Verint Experience
Management to improve feedback collection that gave them the insight needed to
fix frustrating digital issues.

View Case Study



> “GNC is a big company with many moving parts, but we’re all seeing the same
> feedback data, so we can coordinate and respond as one. Our customers have
> noticed, and we have clear evidence that the changes we made have had a
> positive impact on sales.” –GNC

View Case Study


CUSTOMER EXPERIENCE MANAGEMENT SOLUTIONS

 * Survey Management
 * Voice Survey
 * Predictive Modeling
 * Digital Feedback
 * Digital Behavior Analytics
 * Speech Analytics
 * Text Analytics

 * Survey Management
   
   
   SURVEY MANAGEMENT
   
   With Verint Survey Management you can capture experience data from customers
   and employees efficiently and proactively across a wide variety of channels,
   including social media sites.
   
   Survey management allows you to:
   
    * Engage with your customers on their terms
    * Collect feedback in real time
    * Diagnose and resolve issues quickly
    * Dynamically present customers who leave feedback with resources
    * Size and rank issues and act on insights
    * Leverage geo-location for targeted improvements
   
    
   
   Case Study: Thermo Fisher Scientific
 * Voice Survey
   
   
   VOICE SURVEY
   
   With Verint Voice Survey, you can operationalize your post-call surveys for
   your contact center with short, dynamic voice recognition surveys.
   
   Voice Surveys allow you to tap into valuable insights from your contact
   center so you can:
   
    * Capture verbatim feedback from customers
    * Listen to contact center interactions at scale
    * Understand operational performance from both sides of the contact center
      interaction
    * Increase employee engagement through personalized coaching and
      professional development
    * Understand how employee engagement drives CX improvements
    * Link to actual call recordings and drill down to specific calls for
      analysis
   
    
   
   Case Study: Carnival Cruise Line
 * Predictive Modeling
   
   
   PREDICTIVE MODELING
   
   With Verint Predictive Modeling, you can leverage artificial intelligence
   (AI) technologies and a patented, predictive experience management (XM) data
   science model. Connect drivers of satisfaction with likelihood to purchase,
   recommend, return, and more.
   
   Now you can:
   
    * Connect customer experiences to business outcomes
    * Gain clarity into your customer journey and segments
    * Prioritize CX resources to initiatives that will have the most impact
    * Understand your entire customer journey through 60+ causal, predictive
      models
    * Benchmark your business against competitors and industry leaders in 800+
      categories
   
    
   
   Watch: Unify Your CX Data and Drive Action
 * Digital Feedback
   
   
   DIGITAL FEEDBACK
   
   With Verint Digital Feedback, you can capture customer feedback via web and
   mobile channels. Gather rich experience context and combine it with advanced
   analytics to facilitate timely, targeted, and decisive action.
   
   Capture feedback in the moment, meeting your customers wherever they are,
   enabling you to:
   
    * Empower your customers to engage with you on their terms
    * Collect customer feedback in real time. Diagnose and resolve issues
      quickly
    * Dynamically present customers with resources to help address their issues
    * Facilitate your team to engage with customer feedback, size and rank the
      impact of issues, and act on insights
    * Leverage geo-location to attribute feedback to a specific location for
      targeted improvements and coaching
   
    
   
   Research: How to be a CX Winner
 * Digital Behavior Analytics
   
   
   DIGITAL BEHAVIOR ANALYTICS
   
   Verint Digital Behavior Analytics enables you to visualize what your
   customers experience in your digital channels to identify issues—and
   opportunities—and act quickly. Now you can:
   
    * Capture mouse movement, clicks, scrolls, touch gestures to generate heat
      maps and analyze customer paths
    * Connect visualizations to KPIs, such as conversion rates, basket value,
      and traffic volume
    * Natively integrate replays with feedback and insights for a holistic
      picture of your CX
    * Visualize and analyze user behavior across all digital assets to quickly
      identify issues
    * Accelerate internal acceptance for faster resolution and improved customer
      experience
    * Optimize online process improvements based on data from millions of
      clicks, touches and gestures
   
    
   
   Watch: Unify Your CX Data and Drive Action
 * Speech Analytics
   
   
   SPEECH ANALYTICS
   
   Turn conversations into insights with Verint Speech Analytics. Listen to
   customer interactions to analyze and extract insights that might otherwise be
   lost or missed in manual analysis and random call sampling.
   
    * Understand reasons why customers are calling
    * Identify potential self-service opportunities
    * Analyze customer sentiment
    * Understand causes for dissatisfaction
    * Improve compliance, efficiency, and agent performance
   
    
   
   eBook: Connecting the Data
 * Text Analytics
   
   
   TEXT ANALYTICS
   
   Gain enhanced insight into your customer experience with Verint Text
   Analytics. Gain intelligence from unstructured data across web chat, email,
   social media, and call notes.
   
    * Understand sentiment
    * Improve processes and operational efficiency
    * Identify self-service opportunities
    * Evaluate and improve employee performance
   
    
   
   Strategy Guide: Adapt and Win in a New Era of CX


EXPERIENCE MANAGEMENT INDUSTRY RECOGNITION

 * > Verint named strong performer in The Forrester Wave: Customer Feedback
   > Management Platforms, Q2 2021
   
   

 * > Readers Choice Award for Best Text Analytics and NLP (2021)
   
   

 * > Top Performer and Leader in 2021 SPARK Matrix Analysis of Global VoC
   > Platforms
   
   

> "With Verint Predictive Experience, we've been able to statistically
> demonstrate that our investments improved customer satisfaction."
> 
> Kristy Brandon Senior Vice President of eBanking Retail Products, Comerica


EXPERIENCE MANAGEMENT PRODUCT LINE-UP

 * Survey Management Your customers and employees have vital opinions and
   information about the experiences your business provides. Passively
   “listening” to them is not enough.
 * Voice Survey What do customers really think about your business? It’s a
   deceptively simple question and one of your biggest challenges in today’s
   highly competitive market.
 * Predictive Modeling Many organizations capture an overwhelming volume of
   experiential data in customer and employee interactions across all channels
   and touchpoints.
 * Digital Feedback Customers and employees expect their needs to be met
   wherever, whenever, and however they choose. You need actionable insight into
   how they feel about their experience with your business.
 * Digital Behavior Analytics Customer session replays plus experience
   management insights equals powerful behavior analysis.
 * Speech Analytics The most-used and highest-rated speech analytics application
   on the market. Surface valuable intelligence from recorded calls.
 * Text Analytics Extract actionable business insights from unstructured data
   across web chat, email, social media, and call notes to drive an enhanced
   insight into your customer experience (CX).


EXPERIENCE MANAGEMENT INSIGHTS


3 LEADERS INNOVATING CX IN THE CONTACT CENTER

Despite a significant rise in the use of digital channels during the past few
years, the contact center is...


PAVING THE PATH TO OMNICHANNEL COMMERCE

Read the Forrester report, Paving The Path To Omnichannel Commerce, and learn
how to begin successfully crafting omnichannel strategies.


VERINT EXPERIENCE INDEX: HEALTH INSURANCE

A global pandemic layered new challenges on top of an existing pressure cooker
for health insurance companies. But it’s possible for forward-thinking health
insurance executives to meet this moment and deliver exceptional member
experiences across all engagement channels.


EXPERIENCE QUALITY: A NEW CX FRAMEWORK

This eBook is for strategic decision makers—executives, heads of operations, and
channel managers—and lays out a unified strategy for improving CX that also
raises satisfaction and boosts business benefits.



EXPERIENCE MANAGEMENT CASE STUDIES


RUE21 GETS SALES AND SATISFACTION BUMP WITH A DATA-DRIVEN, OMNICHANNEL CX
STRATEGY

rue21 Gets Sales and Satisfaction Bump with a Data-Driven, Omnichannel CX
Strategy


COMERICA TIES DIGITAL BANKING IMPROVEMENTS TO CUSTOMER SATISFACTION

See Comerica’s innovation in action


CARNIVAL CRUISE LINE SETS SAIL WITH VERINT

Post-call surveys assess quality of service and gain insights for improvement.


ABSA BANK

ABSA Bank makes their customer feedback more actionable across their different
products, 800 branches and millions of customers.



VERINT EXPERIENCE MANAGEMENT: FREQUENTLY ASKED QUESTIONS

 

How does the platform work?

The Verint Experience Management platform works by capturing and connecting all
of your CX initiatives across all channels into one single platform.

Verint offers extensive capture capabilities that include survey data, voice
conversations, text conversations with virtual assistants, and behavioral data
on mobile and web interactions. The customer experience management software
analyzes all of these interactions to provide an enhanced understanding of every
customer experience to better inform your organization’s initiatives.

Who does this work for?

This platform works for any organization looking to remain competitive and
striving for an improved customer experience. From small businesses to leading
brands, Verint’s Customer Engagement software has helped thousands of
organizations take action on and improve their CX.

What are the benefits of our customer engagement platform?

The benefits of our customer engagement platform are multifold. Verint
Experience Management allows you to capture extensive customer experience data
across multiple channels in one connected, single platform. The customer
engagement software analyzes the data and works to proactively impact
experiences by using automation and real-time predictive insights.

Improve brand retention by using our closed loop processes to continue
conversations with your customers and act on feedback. Drive better customer
experiences, better employee experiences, and better results with the Verint
Experience Management platform.


UNLOCK THE POWER OF A UNIFIED CUSTOMER EXPERIENCE.

Learn how Verint Experience Management can help you connect the data across all
departments for actionable insights that drive better business decisions.
Contact us today.

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