451 Research, the independent technology research group, recently released a report on Verint’s Experience Cloud suite:
“Verint is broadening the scope of its toolset to provide descriptive context around customer feedback. The vendor’s Experience Cloud enables ‘listening’ to feedback across contact channels, shedding light on what businesses should be doing in response to customer behavior and desire.”
The report notes that, as businesses increasingly rely on customer feedback data to identify issues and opportunities, they will require VoC solutions that can collect insights from all touchpoints and combine them with “deep analytics to interpret what customers really mean, rather than what they just say.”
That’s more true now than it ever has been. Your organization is being judged through the lens of experience. Improving convenience, empathy, security, speed, and other factors that customers and employees value can keep you competitive—and ignoring them can put you at an ever-increasing disadvantage.
451 describes Experience Cloud as “a combination of tools for analysis and content extraction that unifies the way relevant customer data is collected and interpreted,” with capabilities delivered through four main components:
- Digital Experience: Capture and analyze digital feedback; leverage behavioral analytics.
- Interaction Experience: Gather and analyze text- and voice-based feedback.
- Enterprise Experience: Collect and analyze cross-channel input.
- Predictive Experience: Turn feedback into prescriptive actions with the greatest measurable business impact.
They also highlight its bottom-line, real-world impact:
- An insurance client that saw $100M per month in cost savings by using Experience Cloud to diagnose the friction points in web and mobile interactions.
- An energy company that attributes a 17% increase in program enrollment and a 14% boost in satisfaction to Experience Cloud.
Read the full report to learn more, including why 451 believes that “The practical applications for VoC have barely begun to be exploited, possibly because having this kind of insight opens the door to tackling significantly more complex (and deeply ingrained) process problems.”
Or, if you’re ready to talk to our Experience Management experts, reach out to us now!
451 Research is part of S&P Global Market Intelligence.