Predictive Analytics for Customer Experience
AI-Powered Predictive Modeling for Customer Experience
Uncover the “why” behind your customers’ digital behaviors. Predictive analytics in Verint Survey Management connects insights from customer and employee interactions across channels and touchpoints to the outcomes they drive: purchases, recommendations, and retention.
Better outcomes through data-driven insight
Without knowing which actions will yield real benefits, business decision-making can quickly become a guessing game. Relying on simple correlations, incomplete data, or faulty assumptions based on previous experience can waste valuable time and resources.
Verint Predictive Modeling can help. This innovative suite of solutions delivers a 360-degree view of customer and employee experiences by measuring them across various touchpoints and predicting the best ways to enhance them. Armed with this insight, you can make better, more informed decisions that impact revenue, loyalty, retention, and competitive advantage.
Leverage AI for an improved customer journey
Predictive Modeling leverages artificial intelligence technologies and a patented, predictive experience management (XM) data science model developed over nearly 20 years.
Its cause-and-effect framework can enable you to connect drivers of customer and employee satisfaction at individual touchpoints in the customer journey with measurable business outcomes, such as likelihood to purchase, recommend, return, and more.
Because we’ve applied our proven predictive data-science model consistently for so many years, we can enable you to benchmark your organization’s performance against peers and best-in-class in more than 800 categories. So you can know exactly how your organization compares, and formulate targeted strategies and tactics for improvement.
Capture and measure experiences
Unlike point solutions that offer a fragmented view, Predictive Modeling captures and measures feedback from every touchpoint, interaction, and format, consolidating it in one place.
Easy-to-use tools allow authorized users to quickly check performance, drill down, or run reports. The solution’s patented Priority Index calculates and ranks experience scores, helping detect sudden changes in CX performance and prioritize actions. A mobile app ensures insights are available on the go.
The right tool for every experience
Get the right level of detail for each customer interaction.
Predictive Measurement Surveys reveal a complete picture of your customers’ experiences, helping teams prioritize changes and act with confidence. Our Predictive Engagement Surveys capture CSAT, NPS®, or other metrics with just three questions, completed in less than 15 seconds.
No matter how vast or complex your data is, Verint Experience Cloud ensures you have control with the power of Verint Predictive Modeling behind every decision.
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Frequently asked questions
ForeSee, the CX analytics company known for its predictive customer experience methodology, became part of Verint in 2019. Its technology was first offered as Verint Predictive Modeling, then combined with OpinionLab into Verint Experience Management, which is now Verint Voice of the Customer. ForeSee’s predictive modeling capabilities live on in Verint Survey Management.
No. Predictive modeling is now the technology inside Verint Survey Management, part of Verint Voice of the Customer, not a separate product. Organizations use it through Predictive Measurement Surveys, which capture a complete picture of the experience, and Predictive Engagement Surveys, which capture CSAT, NPS, or another metric in three questions.
Predictive analytics shows which experience drivers, such as site navigation, product information, or service interactions, have the strongest effect on whether customers return. By ranking improvements by their expected impact on retention, CX teams can fix the issues most likely to cause churn first instead of spreading budget across every low score.
Predictive CX models combine survey responses, such as satisfaction ratings for individual touchpoints, with behavioral and interaction data from digital and assisted channels. Verint links those touchpoint drivers to outcomes like likelihood to purchase, recommend, or return, and compares results against industry benchmarks so teams can see where they lead or lag.