Customer Engagement Solutions for Retailers

Building the optimal customer experience (CX) requires retailers to balance digital, in-store, and contact center experiences. Drive higher CSAT, NPS, loyalty, and revenue across channels and journeys with retail solutions from Verint.

Balancing Digital CX and In-Store Experiences

COVID may have accelerated digital-first engagement and buying patterns, but current trends show that in-store shopping remains a key aspect of the customer experience. You need to balance investment across the digital and in-person experience for a superior customer experience for your buyer.

You also need to deliver differentiated experiences in-store compared to those you delivered pre-COVID, so you can ensure a consistent and enjoyable experience across journeys and channels.

Download: Verint Experience Index Retail Report 2022
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Product Lineup

  • Retail Choreography

    Drive sales, loyalty and productivity with appointment booking, queue management, and in-store task management solutions.
  • Experience Management for Location

    Collect, integrate, analyze, and act on experience data in-store or in-branch.
  • Experience Management for Digital

    A complete, best-in-class solution set that allows companies to take a holistic approach to their customer experience.
  • Enterprise Workforce Management

    Powerful workforce management software improves both the customer and the employee experience while helping your organization achieve its goals.
  • Channel Automation

    Scale customer engagement through a combination of channels, workforce orchestration, and bots.

Retail Choreography

It’s time to transform your omni-channel retail strategy and engage customers seamlessly online, via social media, and your physical stores. Qudini by Verint provides a suite of Retail Choreography software solutions that help you manage and analyze what’s going on in your stores.

With Retail Choreography you have a single platform with multiple solutions that can be easily set up and used out-of-the-box to help you with Appointment Scheduling, Queue Management, and more.

Learn More About Retail Choreography

Experience Management for Location

Store locations are more important than ever in growing revenue and creating an end-to-end CX strategy. You need to understand complex customer journeys, measure multiple touchpoints, and drive improvements in real-time.

Verint Experience Management for Location allows you to collect, integrate, analyze, and action experience data in-store or in-branch. Incorporate voice of the customer (VoC) data across all channels and reinvent the in-store experience. Are you ready to empower your retail, marketing, digital, and operations teams to deliver the ultimate in-store experience?

Learn more about Experience Management for Location
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Experience Management for Digital

Imagine if you could quickly identify and act on customer feedback and issues across web, mobile, and apps to improve conversions and CX.

Verint Experience Management for Digital allows you to take a holistic approach to your digital customer experience. Connecting voice of the customer data across web, mobile, social, and survey feedback, enables you to tap into digital analytics and insights quickly. Now, your Digital and Marketing leaders can confidently make decisions to drive your omnichannel customer experience to new heights

Learn more about Experience Management for Digital
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Workforce Management for Retail

Your retail employees need the flexibility to balance their busy lives with their work responsibilities. You need the right employees scheduled at the right time to meet customer expectations. Are you ready to increase productivity and satisfaction while improving customer experience?

Verint Workforce Management for retailers provides insights from hiring to staffing to scheduling across channels. You can now have visibility to forecast and schedule across in-store, contact center, and digital teams without sacrificing CX or efficiency.

Learn more about Workforce Management
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Engagement Orchestration

To create an optimal customer experience, retailers need to strike a balance between digital and traditional channels. Imagine if you could connect touchpoints across front and back-office workforces, offer a single source of contextual knowledge, and accurately analyze interactions.

With Verint Engagement Orchestration, you can integrate customer interactions across an entire organization and eliminate silos. Now your customers can start a conversation in one channel, seamlessly switch to another channel, and experience a connected journey across conversations and channels.

Learn more about Engagement Orchestration
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Verint Experience Management amplifies digital transformation

GNC helps people live healthier lives by giving them easy access to wellness products. But, the ecommerce team felt the pressure when the world moved digital-first and online demand skyrocketed. They turned to Verint Experience Management to improve feedback collection that gave them the insight needed to fix frustrating digital issues.

View the Case Study
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“GNC is a big company with many moving parts, but we’re all seeing the same feedback data, so we can coordinate and respond as one. Our customers have noticed, and we have clear evidence that the changes we made have had a positive impact on sales.” – GNC

Optimize digital communications to increase revenue

The Verint Experience Index for Retail 2022 found that digital interactions, whether by social or private messaging channels, are the most effective way for retailers to turn customer communications into sales. With the right historical data, your interactions can be tailored to each customer’s preferences and needs.

Are you sending the right message at the right time to create recurring purchases, decrease cart abandonment, and remove friction from the sales process? Now you can automate your digital-first interactions and include self-service purchase flows to lower effort.

Watch: How to Deliver Conversational CX On Digital Channels

Driving recommendations and repeat customers

Your customers demand seamless experiences across in-store and digital channels. If you fail to invest in the physical store or reimagine your digital experiences, you could lose the ability to understand your customer, which negatively impacts your ability to drive loyalty and repeat customers.

On the other hand, those who focus on improving the customer experience will see improved CSAT and NPS scores. By implementing a CX program to integrate online and in-store assets, you can remove friction from the buying process and gain more repeat sales and recommendations

Forrester Report: Construct The Business Case For Digital Store Transformation
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