Next up... customer panel. Two award winners from last night BT and Columbia Bank talking about how they learned from the insights and make significant changes for both agents and more importantly, customers.
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31% of agents say they are likely to leave their current role in the next 6 months. It costs $6.2m per 1k agents to replace them.
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Understanding the agent ‘busy work’ tax for every call is critical. Individually, it looks small. In aggregate it adds up!
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42% of consumers say their expectations have increased over the past 12 months.
Are you able to detect this change? Are your platforms dynamic enough to accommodate change quickly enough?
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51% of consumers say that businesses fall short of meeting their customer service expectations.
This is a massive gap that needs to be closed.
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CEO Dave Rhodes talking through that nobody is perfect. There’s a refreshing vibe that he is sending with the messaging.
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Impressive to see that Verint is 100% focused on CX outcomes
Increase revenue
Reduce agent attrition
Reduce costs
Reduce customer churn
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Why are enterprises struggling with AI?
1. Paralyzed by choice: Super noisy…signal to noise ratio
2. Stuck in pilots: Deployment plan requires more than planned
3. No results in production: Pick a path and results doesn’t change
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