Verint’s survey of 2,000 business leaders globally highlights key priorities, trends, and challenges concerning customer engagement.
50% of business leaders worldwide report being well-equipped to support engagement priorities amid COVID-19. However, 82% expect challenges of managing customer engagement to grow in 2021. To serve consumers effectively, 54% say they are prepared to handle a remote workforce.
“Engagement Capacity Gap” has also grown, as new workforce dynamics, customer engagement channels and consumer interactions enter the market. Celia Fleischaker, Verint CMO states, companies are “already struggling to handle the increasing complexity of customer engagement”. 74% discontinued staffing, 30% decreased or stopped planned investments dedicated to new workforce management systems/technologies.
Understanding shifting consumer behaviours (94%) and managing growth volume (88%) were the most important issues identified. Having a unified customer engagement view and overcoming data silos and enhancing experiences via feedback were also marked as concerns.
[3 minute read]