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Breaking Down Silos: Verint Launches Enterprise Experience Management

By Greg Tavarez June 23, 2023

The growth in consumer-generated data became a hurdle for CX leaders. Think about it. The sheer volume of data poses challenges in extracting valuable insights and understanding customer preferences.

Compounding the issue are organizational silos that hinder the sharing of insights and coordination of actions to enhance customer satisfaction. These silos prevent a holistic view of the customer experience from emerging, limiting organizations' ability to fully cater to customer needs and deliver personalized experiences.

Verint, The Customer Engagement Company, recognizes the challenges faced by enterprise customer experience leaders in accessing and leveraging valuable insights from the volume of data available. So, to address this issue, Verint introduced Verint Enterprise Experience Management, a solution that enables organizations to gather and analyze customer experience insights across multiple touchpoints.

Over the years, Verint has grown through strategic acquisitions and partnerships, expanding its portfolio and capabilities. The company's commitment to excellence and customer-centricity has earned it a reputation as a trusted partner for organizations across various industries, including financial services, telecommunications, healthcare and retail. Verint's Enterprise XM is a testament to the company's dedication to innovation.

One of the key features of Verint Enterprise XM is its ability to capture and analyze customer feedback across digital domains, such as web, mobile, social media and surveys. This data is invaluable in understanding customer behavior and preferences in the digital realm, where interactions are increasingly prevalent. By leveraging advanced analytics and reporting capabilities, Verint empowers organizations to identify trends, spot areas for improvement, and tailor their offerings to meet customer expectations.

In addition to digital touchpoints, Verint Enterprise XM also enables organizations to capture and analyze customer feedback in physical store locations. With geo-location capabilities, businesses can gain insights into the customer experience within stores and branches. This information is essential for optimizing operations, enhancing the in-store experience, and driving customer loyalty.

Verint's solution also extends its reach to contact centers, where a wealth of unstructured data resides. By analyzing voice and text channels, as well as post-interaction surveys, organizations can gain a deeper understanding of the outcomes of customer interactions. This valuable knowledge allows businesses to refine their customer service strategies, identify areas for improvement, and deliver more personalized and effective support.

“Consumers today expect frictionless and personalized customer journeys. They expect issues to be resolved quickly. They also expect to be heard across all channels,” said Verint’s Daniel Ziv, vice president, go-to-market, Experience Management and Analytics. “Verint Enterprise XM delivers innovative voice of the customer solutions for direct and inferred customer feedback that empowers enterprise CX leaders to continuously improve omnichannel experiences and make more informed CX decisions.”

Verint Enterprise XM give businesses a much-needed comprehensive toolset to break down data silos and unlock the full potential of their customer experience initiatives. By seamlessly collecting, analyzing and acting upon customer feedback, organizations can now drive meaningful improvements, foster customer loyalty, and gain a competitive edge. 

Edited by Greg Tavarez
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CustomerZone360 Editor

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