Research Report

Verint Experience Index 2019: Contact Center​

Verint Experience Index: Contact Center CX and the Omnichannel Journey

What role do contact centers play in customer experience? This edition of the Verint Experience Index (VXI) found that great call-center experiences boost brand recommendations by as much as 163%. Read the full report to see how 25 leaders in banking, cable, health insurance, property/casualty, and telecom rank on satisfaction and NPS® and learn:

  • Why Allstate, Bank of America, Cox, Kaiser Permanente, and T-Mobile rank highest
  • How contact center failures increase customer switch consideration/churn rates
  • How to save over $1M in call center costs through digital self-serve

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