Surveys capture the past. Signals power the present. Understanding customer needs and expectations has always been at the heart of customer experience. But for many companies, early forms of gathering…
Of the many questions companies have when considering a move to the cloud, security undoubtedly sits at the top of the list. In particular, the sensitive nature of business communication—with…
Setting the scene As the full impact of the pandemic dawned with astonishing speed on organisations and on their markets across Asia, service departments faced not only previously unimagined levels…
The immersive CX paradigm shift begins To say that the past three years have been transformative would be an exercise in understatement. From the initial shock waves of the pandemic…
In this report, Aberdeen analyzes the challenges modern application developers face, as well as the strategies and capabilities that leading businesses are following, such as AI-driven analysis, tooptimize their applications.…
The Future of CX is now Customer behavior trends have dramatically shifted, leaving entire enterprise organizations struggling tokeep up with the pace of change. After a disruptive and tumultuous 2020,…
Every day, customers leave a trail of information to tell you what they want, feel, and dislike. Every phone call, chat, website visit, social post, and online review generates billions…
Prepare for the future, don’t re-create the past In 2020, the global consumer landscape dramatically changed. Confined to our homes for long periods, hallways became gyms, dining in became the…
Delivering Exceptional Customer Experience in Challenging Economic Conditions This is the third edition of Verint’s annual research examining the customer engagement challenges organizations face, and the strategies they are using…
From easy money to tight money To say the global economy has changed in the past few months is an understatement, with multiple factors converging to create an uncertain future…
