The Key Ingredients for Winning with Customer Experience
How can analyzing your customers interactions and listening to them across all platforms (digital, voice as well as in-branch), transform your customer experience?
In todays’ world, customer expectations are shaped by best-in-class experiences, not just in your sector but across all industries. As a result, customers expect you to deliver good service. And they expect it across every touchpoint – digital as well as in-person. The elevated customer expectations make differentiation in customer experience more and more difficult.
From the customer-side the expectations are clear - Customers are looking for better and connected experiences, and they provide feedback to enhance their own personal service they expect from brands. Therefore, it is imperative that brands use this feedback and extract meaningful insights, and that these insights are used to take decisive customer-oriented action.
So how do you get there? How can businesses look to their own customers feedback and respond accordingly? How can we improve customer interaction to be timely and improve return business? And why is it important now more than ever for businesses to lean into technology to assist them in adapting to changing consumer needs?
Join this Meet the Boss roundtable with Verint as we discuss challenges and solutions to customer experience today and how technology can be integrated to give your business more insight to address multi-channel challenges.
Maurice van der Heijden
Verint® helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise. With this approach, brands can navigate and thrive as they adapt to the future of work, eliminate the inefficiencies created by organizational and data silos, and consistently deliver differentiated experiences at scale across every interaction.
How is your brand capturing valuable data from the conversations you have with customers today? Who owns this data in your organization?
Has your team mined this data for intent signals to highlight the most common customer inquiries, or the most common tasks your teams must perform to serve your customers?
How do you go from capturing and analysing data to taking actions with your customers (supported by that data)?
Whether its via phone, email, chat, messaging, social media or in-person, which channels are supporting your customer conversations today?
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