Call Accounting Featured Article

Digital Transformation Delivers Enhanced Customer Service

  By Maurice Nagle, Web Editor

Hearing what the customer wants and delivering on these expectations is what every company aims to do. Plain and simple – listen to the customer and provide the service or products the organizations require – these are the basic tenants of successful firms. The digital landscape is making this much easier, as VoC tools are growing in prevalence and functionality.

Verint (News - Alert) recently announced the results of the ForeSee Digital Experience Index, which highlighted the impact of the rise in digital for customer service purposes. The report is punctuated by a strong push in mobile to close out 2018.

In creating a comprehensive Voice of the Customer (VoC) portfolio, Verint is positioned to prosper. Some 72 percent of those surveyed noted, “improving their customer experience” as the key piece of digital transformation. Taking this a step further, digital transformation is the top priority for firms as a result of its importance in enhancing customer service experiences for the end consumer.
 

 “Consumers see the best and worst in digital every day and know what ‘good’ looks and feels like,” said vice president of marketing, Verint ForeSee, Shannon Latta. “Our Digital Experience Index underscores that people expect and demand a seamless experience across all channels and touchpoints. Digital delivers the convenience, responsiveness, and personalization that people want, and the customer satisfaction and scale that companies need to grow.”

The digital age is an omnichannel, always-on, always plugged-in proposition. Companies taking hold of this notion and making the grade on all fronts will succeed swimmingly in the years to come. Those not heeding the warnings of digital transformation will wallow in the disappointment if opportunities missed.

How do you hear your customers?