December 10, 2019 | Shannon Latta

Opportunity Calls: The Omnichannel Journey and Contact Center CX


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Which brands get top marks from consumers when it comes to contact center experience?

Allstate, Bank of America, Cox, Kaiser Permanente, and T-Mobile took the top spots in in the latest edition of the Verint Experience Index (VXI). Our new report details how 25 leaders in banking, cable, health insurance, property/casualty, and telecom rank on satisfaction and NPS®.

Businesses know that every step in the omnichannel customer journey is important when it comes to improving loyalty, recommendations, and the bottom line. The VXI confirms that companies can save more than $1 million dollars per one million calls by increasing the success of their digital, self-serve options by 25%. 

The Journey Is Omnichannel

For each of five industries—banking, cable, health insurance, property/casualty insurance and telecom—the VXI examines the omnichannel journey and the paths that lead people to and from the contact center. The takeaway? No two journeys are alike.

And, as the report details, for the 14-20% of consumers who reported their issues were not resolved, nearly half would consider switching to a competitor. Take banking, for example, which had the second lowest rate of those considering a switch at 52%.

Consumers Reward Great Customer Experience

All journeys come down to the experience. Regardless of industry, consumers value and reward brands that deliver great CX—and satisfaction impacts future behaviors:

  • Banking customers with a great experience (a CSAT score of 80 or higher) had a 134% higher likelihood-to-recommend-the-brand score than those with a poor experience (CSAT of 60 or lower).
  • A great experience in the cable sector netted the highest likelihood-to-recommend score of all industries evaluated in the index–163%–underscoring the vital importance of customer experience in this industry.

Get full details by downloading the VXI report. Our data and insights will show you why improving the contact center experience is an opportunity to increase loyalty, keep customers engaged with your brand across the omnichannel journey, and benefit your bottom line.

About the Author

Shannon Latta is vice president of marketing and communications for Verint ForeSee, responsible for brand and positioning, content strategy, product marketing, corporate communications, and marketing results.

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