Mapping the Verint Customer Experience Journey
Recently at our Engage global customer conference in Las Vegas, we decided to try something new. We took our conference guests on what we called “The Verint Customer Experience Journey,” where we gave our customers full access to the documented journey of what it’s like to do business with Verint.
Because I spend my time talking to customers about what works well and what could work better—I fully understand the incredible value of customer feedback. Its importance simply cannot be underestimated for helping to ensure an organization is meeting the needs that matter most—those of its customers.
At Engage, we continued to gather valuable feedback from visitors who viewed our customer journey map—insight that will help us become an even better business partner to our customers.
IDC’s Global Banking Research Director Jerry Silva visited the “Customer Experience Journey” at Engage and shared his thoughts about it in his recent blog1. Below are a few excerpts:
“Workforce optimization tech provider Verint has undertaken a fascinating initiative to document and improve the way it engages its customers across all of the industries it serves, including financial services. This initiative, which they call the Customer Experience Journey, although created with the humble goal of improving client relationships, has far-reaching implications for the highly-regulated financial services industry, where vendor partners have become more and more strategically important to the institution, and where IT providers have come under increased scrutiny in the context of 3rd party risk.”
Click here to read Jerry’s entire blog.
1Jerry Silva, Global Banking Research Director, IDC Financial Insights, How Do You Engage the Customer when the Customer is the Bank Itself? Blog, June 10, 2015