The Best Part of 2016? Global Customer Engagement
Earlier this month, we wrapped up Verint’s global Engage customer events for the year at the amazing Savoy Hotel in London.
What started in a beautiful harbor in Sydney, Australia with a bang in May has now finished strong in December in London, where we doubled last year’s number of customer attendees and had the highest number of registrations and percentage of turnout.
Naturally we’re thrilled, and this speaks to the relevant and timely content—60 percent of which is customer-led—at the event for both our commercial and public sector customers. We couldn’t be happier when our customers share with each other how Verint has helped them succeed and overcome challenges.
After interacting with thousands of customers across multiple events around the world, what have we learned? A lot! To start, all attendees were able to engage with industry colleagues, take part in breakout sessions, learn from industry visionaries and product experts in the Technology Showcase, and share best practices with peers.
Many customers now rate Engage as a must-attend industry event for thought leadership and education. In fact, we even saw a few customers who joined more than one Engage event because they thought they were so valuable!
Joining the Customer Experience Zone this year was the Product Innovation Zone, which gave thousands of customers the opportunity to provide direct feedback and influence into product direction. Not surprisingly, we do a lot of listening at these Engage events. One concrete example is in 2015 we heard that customers wanted an online community so they could interact with other customers throughout the year.
So this year, we were proud to announce the Verint Online Community—and already have more than 1,200 members continuing the conversation and living out the phrase “Engage every day!” Furthermore, we learned about some of the current and future trends that customers are grappling with across multiple industries and geographies.
During the many Customer Advisory sessions I participated in this year, I had the pleasure of hearing about these trends firsthand. Here’s a quick summary:
This is consistent with the research results we recently published.* For example, in terms of leading customers on a digital journey, speed, insight and desired outcomes are the biggest factors.
More than two-thirds (67 percent) state that customer service online and via mobile devices should be faster, more intuitive and better able to serve their needs. However, as you might expect, as customer service requests become increasingly complex, reliance on human interaction increases.
You can find all of the global research results here.
So where are we going in 2017? You might not be surprised to hear that we are already hard at work making the Engage events even better for next year! That means asking our customers what they think we should do to improve.
It’s part of our guiding principle here at Verint to develop customers for life by enabling customers to realize the full benefits of Verint solutions and transform the way they engage with their customers. We do this when we understand their business needs, proactively communicate with them, and make it easy to do business with us throughout their journey.
Are you a customer with specific ideas or suggestions for future Engage events? Just sign in to the Verint Customer Community and share them.
I would like to thank all of our amazing Verint customers around the world! Happy holidays to all!
* The results of a large-scale study of more than 24,000 consumers in 12 countries published by Verint Systems Inc. (Nasdaq: VRNT), with support from Opinium Research LLC, and research and advisory firm IDC, identifies a tipping point between digital and traditional customer service.