Solution Unites Listening Touchpoints, and Allows for Faster Action and Improved Omnichannel Experiences
The News: At the Engage 2023 conference, Verint announced the launch of Verint Enterprise Experience Management (XM), aimed at breaking down data barriers to unify insights across a brand’s customer touchpoints. Capabilities include both direct and inferred feedback collection, advanced CX analysis, reporting, and automated actions. Voice of the Customer (VoC) data can come in from websites, mobile, store locations, and contact centers. See the complete press release from Verint here.
Verint Launches Enterprise Experience Management
Analyst Take: There was no shortage of announcements at Engage2023. I was able to get deeper insights into many of these, including the XM introduction, which is a particular area of interest.
Capture Feedback, Act Faster, Analyze Deeper
Verint has, of course, offered feedback capabilities for quite some time. Enterprise Experience Management is a repackaging, repurposing, and expansion of capabilities, resulting in a more robust offering. Verint has been seeing the fruits of its years-long acquisition strategy, in which it has purchased best-of-breed companies such as ForeSee, Vovici, OpinionLab, and m-pathy.
Rick Blair, VP Experience Management Product Strategy; Aditi Mehta, Product Marketing Director, GTM Strategy and Daniel Ziv, VP of Experience Management and Analytics, GTM Strategy, walked analysts through the offering at a briefing, emphasizing that the solution is designed to help companies get to the insights that matter faster by bringing together listening touchpoints and unstructured data throughout an enterprise. Da Vinci AI is at the core of the platform, and it has the ability to ingest data from the Verint Engagement Data Hub from across the entire organization to create re
At a larger and well-attended breakout session, Blair gave a deeper dive into the key enhancements and differentiators of Verint XM as well as some detail on the product roadmap.
“We are hearing over and over again that Voice of the Customer (VoC) gets siloed as a survey tool. And more important, the information is not getting to the right people. Action isn’t happening. When done correctly, experience management helps companies meet critical goals by connecting departments and allows for a more consistent customer experience journey,” says Blair.
Future Capabilities
There is a lot on the roadmap for Enterprise Experience Management, including:
- Expanded listening capabilities with an API-driven survey engine to support embedded listening in any digital experience, native mobile SDK for more capabilities to IOS and Android.
- Enhanced event and struggle event feature, with the ability to talk to bots. This can really help with IVA handoffs. It can sense the conditions during the interaction, for instance, indicating it is not the right time to ask a few more questions. It can sense that it is time to move on.
- Expanded support for geolocation across all survey and feedback types, driving enhanced branch and store experience management. The solution can determine latitude and longitude of where someone is standing, which is a fairly unique feature.
- Better listening controls via a self-service configuration in its listening engine.
- Faster time to action powered by single sign-on (SSO) and including aggregated alerts, and flexible and advanced triggering across every channel that links to action. Verint Identity and SSO also allow for easy access to all Verint solutions.
Other Takeaways
- A key advantage is that there is a single application and UI for all feedback, collection, analysis, and reporting.
- It is an open platform with data and AI at the core. It can allow customers who have made investments in other vendors to keep that technology (for example, it can integrate into existing session replay technology).
- Verint is not putting a ceiling on customer feedback. Unlimited responses are allowed.
- It is easily scaled and can be full-service or self-service, and assisted service is offered. Says Blair, “It’s important to allow people to start anywhere on the maturity curve, but know that we can parachute in at any time.”
- AI is considered a pathway to move toward fewer surveys. Right now, they are using their 20+ years of survey data to do modeling. It is not a large-scale generative AI model; it is specifically using their own data.
There are lots of interesting capabilities with the Enterprise Experience Management solution, some which have always been there and have been a bit repackaged, and some new. But regardless, this launch tells a more complete story of the advantages offered and how the solution is an integral part of the overall Verint platform.
Disclosure: The Futurum Group is a research and advisory firm that engages or has engaged in research, analysis, and advisory services with many technology companies, including those mentioned in this article. The author does not hold any equity positions with any company mentioned in this article.
Analysis and opinions expressed herein are specific to the analyst individually and data and other information that might have been provided for validation, not those of The Futurum Group as a whole.
Other insights from The Futurum Group:
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New Research from Verint, SAP, Waterfield Tech, Zenarate-Execs In The Know, and Qualtrics
Author Information
As a detail-oriented researcher, Sherril is expert at discovering, gathering and compiling industry and market data to create clear, actionable market and competitive intelligence. With deep experience in market analysis and segmentation she is a consummate collaborator with strong communication skills adept at supporting and forming relationships with cross-functional teams in all levels of organizations.
Sherril holds a Master of Business Administration in Marketing from University of Colorado, Boulder and a Bachelor of Arts in Psychology from Rutgers University.
