Closing the Engagement Capacity Gap is important for all companies, but especially so for those in the Outsourcing and Retail sectors
The past few years have made businesses realise the need to overhaul their approach to workforce and customer engagement. Specifically, they have made leaders – especially those in the knowledge economy – recognise the pivotal role of technology in elevating brand experiences and building an agile digital workplace that will thrive in a hyper-connected world.
More importantly, companies are beginning to understand that building a truly high-functioning, seamless and productive digital workplace is not just about simply providing online access to previously offline applications. It is about redesigning operations and processes to ensure that all employees are connected, aligned and in sync, regardless of location, so that they can collaborate more effectively, make better business decisions, and improve customer engagement for elevated brand experiences.
The troubling case of the Engagement Capacity Gap
Over 80% of business leaders expect their customer engagement challenges to increase in the near future. Yet, only 50% consider their organisations well-prepared to support customer engagement priorities moving forward.
This is the Engagement Capacity Gap – the difference between where businesses are right now versus where they need to be in order to meet customer expectations.
Closing the Engagement Capacity Gap is important for all companies, but especially so for those in the Outsourcing and Retail sectors. These industries have undergone a radical transformation in the past two years due to the pandemic, and customer experience (CX) has become increasingly important for businesses to differentiate themselves in a highly competitive environment.
Worryingly, this gap is widening in the face of exploding digital touch points, and remote and hybrid work. This brings us to the next key challenge in elevating brand experiences – the need for real-time interaction insights. Companies need to be able to remodel themselves quickly in response to new and evolving customer demands. But in order to know what those demands are and to address them as soon as they arise, organisations first need to listen.
AI and automation will unlock next-level brand experiences
As more consumers shift to digital channels and customer journeys continue to diversify, companies need a way to accurately track and manage unified customer engagement data for improved customer insights – and AI-powered analytics is the key.
Cloud computing will be the new standard operating procedure
In the new normal of hybrid and remote work, Digital-First Engagement and Experience Management will rely heavily on cloud-based operations and data sharing. Businesses need digital solutions that can integrate easily into their existing tech stack, both on-premises and cloud-based, to give them maximum accessibility, flexibility and scalability.
The Verint Cloud Platform has a vendor-neutral, open extensibility architecture that connects seamlessly into any ecosystem, connecting multiple data platforms without any disruption to functionality. This means it works hand in hand with existing CCaaS, UCaaS, and CPaaS solutions to help brands better understand their customer interactions and unlock the full value of their experience data.
Compliance cannot be overlooked
Companies in India have a legal obligation under the Information Technology Act, 2000 (“IT Act”) to provide sufficient measures for cyber security, data protection and data privacy for the cloud computing and cloud-based services they use.
What this means for organisations moving their data and services to the cloud is that they must take responsibility for ensuring that their vendors’ tools and technology are compliant with the most current regulations, and that sufficient safeguards have been implemented to ensure that data is secure. Leaders also need to be clear on whether there are any implications for the company if they use cloud platforms to conduct cross-border data transfers or data sharing.
Verint is a trusted customer engagement partner for many businesses in India, from small and medium-sized businesses to large enterprises, including Google and a multinational IT company’s back office processing house. The Verint Cloud Platform has helped countless organisations worldwide, across the financial services, e-commerce and retail, healthcare, government and travel industries, close their Engagement Capacity Gap, delivering:
- US$42 million in cost savings from improved contact centre management
- 44% reduction in customer engagement costs
- 20% improvement in employee productivity
With the ability to analyse huge data sets and activate insights from customer interactions, organisations can leverage the Verint Cloud Platform to automate processes across their business – from biometric authentication, to sentiment scoring, intent identification and more – for improved brand experiences.
This article is authored by Manish Shah, Vice President, Southeast Asia, Verint
