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.
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 reportDriving 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 MindExperience Management Solutions
XM for Digital
Verint Experience Management for Digital allows companies to take a holistic approach to CX by incorporating voice of the customer data across web, mobile, social, and survey feedback. Finally, you can track the digital customer journey and gain insights into the omnichannel experience.
- Employ active listening to identify and fix issues in real-time
- Create listening posts to solicit feedback based on event triggers and early warning signals
- Tap into closed-loop action and follow up with specific customer feedback
- Apply greater structure and consistency for CX initiatives by generating KPIs, utilizing benchmarking, and creating outer-loop feedback systems
XM for Location
Store and bank locations are more important than ever in growing revenue and creating a holistic end-to-end CX strategy. Verint Experience Management for Location helps you understand complex customer journeys, measure multiple touchpoints, and drive improvements in real-time. Increase loyalty, conversions, CSAT and revenue.
- Benchmark across similar brands to identify actionable improvements that create a competitive advantage
- Drive greater loyalty metrics and customer satisfaction scores
- Tap into unified data to support cross-functional CX strategy and investment decisions across marketing, operations, and ecommerce
XM for Contact Center
Without your customer’s view on service quality, you’re missing a vital element of your total quality picture. Verint Experience Management for Contact Center, also known as Interaction Quality, helps you ensure a consistent, high-quality customer experience the first time, every time.
- Purpose-built application to collect customers’ feedback about the quality of their experience
- Gather feedback from every human and bot interaction – regardless of the channel
- Improve service quality, enhance compliance, and streamline process improvement and agent training
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 BrochureUnifying 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
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 StrategyDeliver 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 EditionData security and compliance with HIPAA
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
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 (2022)
Verint Given Highest Innovation Score and Leader Status in Frost Radar: Voice Of Customer Analytics, 2022
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"With Verint Predictive Experience, we've been able to statistically demonstrate that our investments improved customer satisfaction."
Experience Management Product Line-up
Experience Management Insights
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Verint Experience Index: Health Insurance
Experience Management Case Studies
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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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