© 2014 Verint Systems Inc. All Rights Reserved Worldwide.

Confidential and proprietary information of Verint Systems Inc. © 2017 Verint Systems Inc. All Rights Reserved Worldwide.

Brian KomaVP and CX practice leaderVerint®

Karen GliwaVice President, Insights

OpinionLab, a Verint company

Confidential and proprietary information of Verint Systems Inc. © 2017 Verint Systems Inc. All Rights Reserved Worldwide.

Presenters

Karen Gliwa

Vice President, Insights

OpinionLab, a Verint company

Brian Koma

Vice President & CX Practice Leader

Verint

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• $1 Billion+ Actionable Intelligence Company

• 10,000+ Customers in 180 Countries

• More Than 80% of the Fortune 100

• 5,000 Verint Professionals Worldwide

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Analytics on 100% of Interactions

Speech Analytics100% Transcription

and analysis on

Voice Interactions

Text AnalyticsConversational analytics on

Chat, Email, Survey and

other text interactions

Customer-Initiated Feedback

Social

Communities

Website

Feedback

Mobile Web

Feedback

In-App

Feedback

Company-Initiated Feedback (EFM)

E-mail

Surveys

Mobile

Surveys

SMS

Surveys

IVR

Surveys

The Most Holistic VoC Listening Platform

Benchmarking CX Index

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I friended you

I called your phone

number

I visited your local

branch

I visited your Web

Site

I completed your

online survey

I chatted with your

agent…

I tweeted you

I sent an e-

Mail

Brands Must Listen Across All Channels to Improve CX

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4 Pillars of Successful CX Programs

Customer Experience Program Foundation

Vision Governance Culture Processes Technology

Listen

&

Capture

Feedback

1

Analyze

&

Measure

Trends

2

Distribute

Insights

3

Act

on

Results

4

6 6

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The Rise of Digital

1991 Source: InternetLiveStats.com

Number of websites worldwide

1.15 Billion

1

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Original research conducted by Opinium Research on behalf of Verint

24,000 consumer responses across 12 countries

• Businesses aggressively driving as

many customer interactions as

possible to digital channels

• Lowers the cost of doing business –

and customers are demanding it.

• 64 percent of consumers say they

favor digital channels for simple

interactions.

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The Digital Conundrum

9

• Customers self-serve

• Cost-to-Serve Reduced

• Channel preferences

respected

• More customers are

interacting digitally

• Harder to obtain feedback

• Pop-up/Pop-under survey

response rates avg. <1%

• Lack actionable data

• Aren’t able to leverage

existing digital analytics

data

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• Speed

• Personalization

• Mobile-friendly

• Ease of use

• Relevance

10

What Consumers Want in a Digital Experience

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Free Shipping When You Spend $50!

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WHERE IS MY

FREE

SHIPPING!???

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Feedback at the Right Time/Right Place is Critical

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Contextual Information Drives Resolution

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Retailer Captures $0.7 MM

Holiday promotion not working for

Chrome 55 browsers. Frustrated

customers abandoning carts

25,000 Chrome 55 customers

with a 4% conversion rate

experienced the issue daily

$50 average revenue for each

checkout

$700,000 in lost revenue

(2 week promo period)

1,000 Customers day

x $50 Average order value

$50,000 Daily lost revenue

x 14 Days in the promo

$700,000 saved

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Bank Expands Customer Service Hours

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Bank Improves Wait times at Branches

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Manufacturer Streamlines Warranty Registration Process

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Telco Switches Chat Vendors to Fix Service Issue

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Telco Saves > $0.25 MM

Customers contacting call center

about poor chat services

2,000 chat related calls a day to

contact center

26 weeks impacted

$5 average cost of support call

$700,000 in lost revenue

(2 week promo period)

2,000 Calls /day

x $5 Average cost of a call

$10,000 Daily cost

x 26 Weeks

$260,000 saved

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Digital Feedback Informs the Entire Customer Journey

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The Five Keys to Improving CX with Digital Feedback

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1.Make It Easy

Five Keys to Improving CX with Digital Feedback

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1. Make It Easy for Customers and Your Organization

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1.Make It Easy

2.Establish Goals & Measure Successes

Five Keys to Improving CX with Digital Feedback

Confidential and proprietary information of Verint Systems Inc. © 2017 Verint Systems Inc. All Rights Reserved Worldwide.

• What are your objectives?

• What information already exists?

• Where are there gaps in the customer journey?

2. Establish Goals and Measure Successes

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2. Establish Goals and Measure Successes

Visualize the journey to

identify information gaps

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1.Make It Easy

2.Establish Goals & Measure Successes

3. Identify Stakeholders Who Will Act on Feedback

Five Keys to Improving CX with Digital Feedback

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• How will the information be analyzed?

• How will information be shared?

• Who will act on it?

3. Identify Stakeholders Who Will Act on the feedback

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3. Identify stakeholders who will act on the feedback

Collaboration enables more efficient, precise action

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1.Make It Easy

2.Establish Goals and Measure Successes

3. Identify Stakeholders Who Will Act on Feedback

4.Create a Plan to Close the Loop

Five Keys to Improving CX with Digital Feedback

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• How will you drive accountability?

• How will you change operations?

• What will you do to change culture?

4. Create a Plan for Closing the Loop

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Feedback

Analyze Alert Assign

Comment

card

Custom

Taxonomy

Real-Time

Alerts

Take Action

Labeling

Site

Performance

Fulfillment

Customer

Service

Stakeholder 2

Stakeholder 3

Stakeholder 4

Stakeholder 5

Stakeholder 1

Action & Prioritize Transform

Test & Learn

Test Initiative 1

Test & Learn

Operationalize

Test Initiative 2

Test & Learn

Operationalize

Test Initiative 5

Test & Learn

Operationalize

Collect

Integrations

4. Create Plan for Closing the Loop

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1.Make It Easy

2.Establish Goals & Measure Successes

3. Identify Stakeholders Who Will Act on Feedback

4.Create a Plan to Close the Loop

5.Communicate Impact & Success

Five Keys to Improving CX with Digital Feedback

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5. Communicate Impact & Successes

• How will you share impact with your organization?

• How will you communicate progress to your customers?

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5. Communicate Impact & Successes

2

2

Confidential and proprietary information of Verint Systems Inc. © 2017 Verint Systems Inc. All Rights Reserved Worldwide.

1.Make It Easy

2.Establish Goals & Successes

3. Identify Stakeholders Who Will Act on Feedback

4.Create a Plan to Close the Loop

5.Communicate Impact & Success

Five Keys to Improving CX with Digital Feedback

© 2014 Verint Systems Inc. All Rights Reserved Worldwide.

Confidential and proprietary information of Verint Systems Inc. © 2017 Verint Systems Inc. All Rights Reserved Worldwide.

Brian KomaVP and CX practice leaderVerint®

Karen GliwaVice President, Insights

OpinionLab, a Verint company

© 2014 Verint Systems Inc. All Rights Reserved Worldwide.

© 2017 Verint Systems Inc. All Rights Reserved Worldwide.

Thank You