Boundless Customer Engagement
A troubling Engagement Capacity Gap has emerged. Are you prepared to navigate this gap in 2021?
オンラインセミナー：How to Close the Engagement Capacity Gap
There is a chasm between what organizations know they need to do to meet rising customer expectations and the resources they have to do it.
Join this on-demand webinar to learn the importance of closing this gap and how to close it.
The Engagement Capacity Gap
New research shows only half of organizations worldwide say they are well prepared to support their customer engagement priorities going forward.
Interactions and channel growth are way up. So are expectations. But resources aren’t changing to meet these new challenges. This has created an Engagement Capacity Gap that puts pressure on your customer experience.
New research from Verint quantifies and illuminates this gap.
Disruption Meets Pandemic
In 2020, we all faced the perfect storm of digital disruption converging with the pandemic. Prior to COVID, companies were already struggling to handle the increasing complexity of customer engagement.
COVID impacted preparedness levels and derailed plans for investment. This put companies in a more vulnerable state or left them behind. Now is the time to close the Engagement Capacity Gap as it threatens your ability to acquire new customers, evolve your business and drive growth.
Technologies to Close the Gap
Eighty-five percent of organizations agreed that cloud-based solutions helped in managing shifts in channel usage and interaction volumes to a moderate or high degree.
Moving forward, 88 percent of respondents say they expect to invest to a high or moderate degree in cloud-based customer engagement and experience solutions to close the Engagement Capacity Gap.
Leaders cited their largest areas for investment as:
The Impact of AI and Analytics
Eighty-six percent of respondents had a moderate to high investment in analytics prior to the COVID outbreak, but only 38 percent found those analytics useful to help manage shifts in channel usage and interaction volume.
An overwhelming 90 percent cited difficulty in unifying data across silos as a deterrent to driving analytical insights. Verint can help you navigate these analytics challenges with capabilities focused on:
More Research: 3 Steps for Narrowing the Gap
Learn to narrow the Engagement Capacity Gap. With this eBook from Ventana, you can discover 3 steps to get started.
Getting ahead of the curve and reimagining the way you deliver service and relate to customers is paramount to staying competitive.