Research Report

Harvard Business Review Analytic Services Report

Automating and Scaling the Soft Skills Critical to Customer Experience in a Digital-First World

Rapidly advancing technologies are making it easier for businesses to engage with customers at scale in an increasingly digital world. In this Harvard Business Review (HBR) Analytic Services report, sponsored by Verint, customer service experts and technology thought leaders offer insight into how these technologies are currently delivering impactful value across industries.

The report shows how and why companies are rapidly adopting digital-first customer engagement solutions and adapting to changing customer expectations to meet changing customer behaviors.

  • 82% of executives are expecting that the challenges of customer engagement and experience will grow
  • 68% say difficulty in pulling together customer engagement data has had a big impact on their organization’s ability to use analytics and drive insights
  • 58% say their organization is investing in cloud-based customer engagement and experience solutions over the next year

You’ll hear from customer service experts — including Verint customers Alight and Hertz — and several technology thought-leaders. Read the report to learn how to close the Engagement Capacity Gap to drive business results and bring your customers enjoyable experiences and interactions with your brand.

Harvard Business Review

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