Experience Management

Engage with your customers and employees to capture, analyze, and act on their feedback in a closed-loop process across the entire organization.

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Verint Experience Index Retail Report 2022

After two years where huge focus and investment has been on digital solutions, the reopening of stores and growth of hybrid working solutions (with some employees returning to the office) means that retailers are looking at another change in how they provide customer experiences.

With the level of investment seen in digital solutions since 2020, it’s an uncertain time for many retailers, and finding a balance that offers exceptional online and in-store experiences isn’t straightforward.

Read the report
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Our Experience Management Customers

Verint partners with best-of-breed brands to unify the customer experience at scale, improve CX, and drive better business decisions.

Customer Success Stories

Driving Better Business Decisions

Understanding customer interactions and experiences across all channels is essential to your success. With Verint Experience Management, you can use customer experience data to create a holistic, cross-channel view of CX at scale.

Standardize your approach to data integration, analysis, and visualization. Include behavior, attitudinal, and inferred inputs from your physical sites, apps, and contact center.

The missing element isn’t one thing, it’s seeing everything. Verint Experience Management can provide you with the data, structure, and clarity to drive operational- and strategic-level decisions across departments.

eBook: Answering the 5 Questions on Every CX Leader’s Mind
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Why Experience Management?

Consumers judge everything through an experience lens. They shop, research, work, and play, asking: is this efficient, rewarding, personal? If it is, they come back and tell their friends. You must compete on experience. But the execution is hard for many reasons:

  • Data is overwhelming and disconnected
  • Siloed stakeholders can’t share insights or coordinate actions
  • Most solutions can’t meet companies at their current maturity level

Customer behavior continuously changes, and data points are crucial to understanding what your customers want and how they feel in real time. Organizations must think digital first to ensure they remain essential to customers.

What if you could account for all customer and employee feedback and deliver insights everywhere? Customer Engagement software from Verint can help.

Download the Experience Management Brochure
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Unifying the Customer Experience

With Verint Experience Management solutions, you can:

  • Capture experience data from customers and employees across a variety of channels, including social media sites
  • Provide a single, enterprise survey and case management solution
  • Unify feedback from across your organization
  • Manage the timing of surveys to eliminate “feedback fatigue” and improve response rates
  • Offer a holistic view of your customers’ experiences by combining data from other Verint solutions or external sources
The State of CX Trends Report 2021
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Move Beyond the Survey

Imagine merging insights from contact center, chat sessions, customer-initiated web feedback, flexible surveys, and digital behavior on web sessions into a single, unified view.

Easy to access, deeper insights mean a better understanding of customer behaviors, needs, and expectations. Having the right information in a straightforward customer experience management solution enables you to improve your customer experience, increase operational efficiencies, and identify areas that require improvements.

Verint Experience Management empowers CX teams to make tactical, operational, and strategic actions that improve loyalty, conversion, and other important KPIs.

Webinar: Moving Beyond Surveys for a Holistic CX Strategy
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Deliver great citizen experiences with Verint Experience Management – FedRAMP Edition

With a 20+ year track record helping federal departments and agencies measure and manage citizen experience, Verint’s FedRAMP Moderate authorized solutions make it easier than ever to comply with recent Executive Orders mandating the adoption of FedRAMP for hosted solutions and to improve overall the citizen experience. Verint is offering its FedRAMP-authorized solutions through our FedRAMP hosting partner, TTEC.

Learn more about Experience Management – FedRAMP Edition
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Data security and compliance with HIPAA

Verint Experience Management (XM) is compliant with the privacy and security requirements set forth in the Health Insurance Portability and Accountability Act (“HIPAA”) and the Health Information Technology for Economic and Clinical Health (“HITECH”) Act. For Covered Entities and Business Associates subject to HIPAA and HITECH, Verint XM solutions provide processing, transmitting, and storing electronic protected health information (“ePHI”) which supports our customers HIPAA compliance. Upon request, Verint will execute a business associate agreement (“BAA”) which specifies HIPAA and HITECH related commitments for ePHI processed, transmitted or stored by Verint XM.
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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 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

Customer Experience Management Solutions

  • Survey Management

    With Verint Survey Management you can capture experience data from customers and employees efficiently and proactively across a wide variety of channels, including social media sites.

    Survey management allows you to:

    • Engage with your customers on their terms​
    • Collect feedback in real time
    • Diagnose and resolve issues quickly​
    • Dynamically present customers who leave feedback with resources
    • Size and rank issues and act on insights​
    • Leverage geo-location for targeted improvements

     

    Case Study: Thermo Fisher Scientific

Experience Management Industry Recognition

  • Verint named strong performer in The Forrester Wave: Customer Feedback Management Platforms, Q2 2021

  • Readers Choice Award for Best Text Analytics and NLP (2022)

  • Verint Given Highest Innovation Score and Leader Status in Frost Radar: Voice Of Customer Analytics, 2022

Experience Management Product Line-up

  • Survey ManagementYour customers and employees have vital opinions and information about the experiences your business provides. Passively “listening” to them is not enough.
  • Voice SurveyWhat do customers really think about your business? It’s a deceptively simple question and one of your biggest challenges in today’s highly competitive market.
  • Predictive ModelingMany organizations capture an overwhelming volume of experiential data in customer and employee interactions across all channels and touchpoints.
  • Digital FeedbackCustomers and employees expect their needs to be met wherever, whenever, and however they choose. You need actionable insight into how they feel about their experience with your business.
  • Digital Behavior AnalyticsCustomer session replays plus experience management insights equals powerful behavior analysis.
  • Speech AnalyticsThe most-used and highest-rated speech analytics application on the market. Surface valuable intelligence from recorded calls.
  • Text AnalyticsExtract actionable business insights from unstructured data across web chat, email, social media, and call notes to drive an enhanced insight into your customer experience (CX).

Experience Management Insights

Experience Management Case Studies

Verint Experience Management: Frequently Asked Questions

 

How does the platform work?

The Verint Experience Management platform works by capturing and connecting all of your CX initiatives across all channels into one single platform.

Verint offers extensive capture capabilities that include survey data, voice conversations, text conversations with virtual assistants, and behavioral data on mobile and web interactions. The customer experience management software analyzes all of these interactions to provide an enhanced understanding of every customer experience to better inform your organization’s initiatives.

Who does this work for?

This platform works for any organization looking to remain competitive and striving for an improved customer experience. From small businesses to leading brands, Verint’s Customer Engagement software has helped thousands of organizations take action on and improve their CX.

What are the benefits of our customer engagement platform?

The benefits of our customer engagement platform are multifold. Verint Experience Management allows you to capture extensive customer experience data across multiple channels in one connected, single platform. The customer engagement software analyzes the data and works to proactively impact experiences by using automation and real-time predictive insights.

Improve brand retention by using our closed loop processes to continue conversations with your customers and act on feedback. Drive better customer experiences, better employee experiences, and better results with the Verint Experience Management platform.