Reimagining omnichannel CX in the age of AI
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…
2021 Global Consumer Trends
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…
Closing the Engagement Capacity Gap
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…
Redefining Human and Automated Engagement – How APAC Consumers Have Impacted The CX Agenda
Digital Transformation Needs To Address the New Human-Machine Paradigm Automation now plays a pivotal role for businesses that want to elevate and scale customer experience (CX) with the efficiency needed…
The 2023 CX Leader Handbook: How to Overcome Four Core Challenges
Customer experience (CX) leaders have a difficult but mission-critical job in modern businesses. They must tackle customer concerns head on and design future-state experiences to drive the organization forward. Verint…
Making the case for CX in times of uncertainty
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…
Service Relevance Report 2022 Can You Still Bank on Customer Loyalty?
Coveo introduced the Service Relevance Report in January 2021, and found that customers were disappointed by brand experiences. In fact, 73% broke up with the brand after three bad experiences.…
2023 contact center trends
Attention all passengers, please stow your tray tables Whenever economic times hit a spot of turbulence, it can feel like everyone around you is suddenly bracing for impact. But that…
Unlocking customer experience innovation in contact centers
Improving customer experience boosts your bottom line A good customer service experience can have a significant impact on business performance. Efficient, responsive contact centers are key to building customer loyalty…
Starting at the Endpoint
The endpoint is the new workplace This eBook is not going to tell you that the world has changed, that workers want more flexibility, that customers want more convenience, that…