Don’t Just Capture but ACT on Customer Feedback

Mary Lou Joseph November 2, 2023

This is the last in a series of three blogs on the key themes discussed by customers at our Engage 2023 Customer Engagement conference. Click here to read about creating a seamless customer journey across channels, and click here about enabling the workforce with real-time data.

Now for the final theme. Many of our customers shared that, while they are capturing customer feedback, that feedback is often siloed and rarely is used to drive tangible change. In the “Verint Engagement Capacity Gap 2023” study, we found that organizations who are highly confident in their ability to deliver an exceptional customer experience are 2.8 times more likely to use customer feedback to improve those experiences.

A number of customers shared their successes with leveraging customer feedback to create a holistic view of the customer journey and to improve business outcomes.

Breaking Down Silos

Direct Energy explained how they are breaking down the silos between functions to leverage customer feedback to improve performance across the organization.

“At Direct Energy, we have used the data and insights from Verint Enterprise Feedback Management to create a self-sustaining, continuous improvement program that is powering real change across not only our CX programs, but our sales, marketing, and customer service operations.”

Farhan Haji, Sr. Director and Head GTM Strategy & Sales, Canada at Direct Energy

Breakout session: Direct Energy Generates Positive Impact from VoC Data & Verint XM

Real-time Access to Customer Feedback

Customers of Costco Wholesale can provide feedback either online or at the nearly 700 Costco warehouse locations in the US and Canada. This feedback is shared directly with store managers in near real time to enable them to address issues and continuously improve their customer experiences.

“At Costco Wholesale, we empower local management with the customer feedback insights they need to be “hands on the wheel” for continuous listening and improvement.”

Jamie Abernathy, Director of Staff Development, Member Services, at Costco Wholesale

Driving Success with Digital Engagement customer award nomination, highly commendable

Collaborating to Solve Customer Problems

Randall Tallerico, CMO at Urban Science, has been using Verint Survey Management for over a decade. They pride themselves on high Net Promoter Scores®(NPS), 88.7 percent in their last global survey, and their customer loyalty as demonstrated by repeat contracts and renewals.  Urban Science recently added Verint Case Management to help ensure action is taken on customer comments and ratings captured in the surveys.

“We have a very robust system to follow up with clients using Verint Case Management as a one-stop-shop to address client issues. When there is a subpar rating or comment, an alert is generated, and everyone involved with that client must develop an action plan to work with the client and collaborate with other departments before the next survey. We’ve seen incredible client loyalty as a result. And the benefit on the business side is contracts are being renewed, and that is the key point.”

Randall Tallerico, CMO at Urban Science

Elevating Experience customer award nomination, highly commendable

To learn what Verint experts recommend organizations do to not only capture, but ACT on customer feedback, read the report, Celebrating Innovation in CX Automation.

Download the report.

Thanks for reading this summary of the key themes discussed at Engage 2023.  If you want to revisit any of the previous blogs, here are quick links for you.

·       Create a seamless customer journey across channels.

·       Enable the workforce with real-time data.