New Verint Research Highlights Retail Holiday Staffing Shortages, Underscoring the Need for Customer Experience Automation - Seite 2

Just 54 percent of retailers that sell products in brick & mortar stores collect feedback from customers after their store visits feel they are “very effectively” using insights to improve customers’ in-store experiences.

Connecting Customer Data Across Channels is Key to Omni-Channel Retailing

While shoppers engage with retailers in an omni-channel fashion, many retailers struggle to share customer data across channels to help support omni-channel engagement. Of the retailers that connect customer data across some of their digital channels, only 22 percent are very effective in using insights to improve digital channel experiences as well as in-store experiences.

However, the retailers that connect the customer data across all engagement channels are more than three times as likely to use insights very effectively to improve their experiences on digital channels. In fact, the study found that those retailers are very effectively leveraging insights to improve experiences in-store (73%) and on digital channels (75%).

Verint experts say customer experience automation can help activate customer insights, closing feedback loops, to help retailers with continuous improvement.

To learn more about how retailers can optimize customer engagement strategies, relieve hiring pressures, and achieve exceptional return on investment though intelligent automation, download the Verint 2023 Holiday Survival Guide.

About the Survey Methodology

A survey was conducted by a third-party research firm from August 30 through September 7, 2023. Survey participants were selected from business-to-business research panels and asked screening questions to ensure they are involved with customer service or customer experience at retailers with at least 1,000 employees that sell products and services to consumers in physical stores and/or online. They were required to have a role of manager, director, vice president, senior vice president, executive vice president or C-level executive; the survey had 400 participants.

About Verint

Verint (NASDAQ: VRNT) helps the world’s most iconic brands continuously elevate the customer experience (CX) and reduce operating costs. More than 10,000 organizations in 175 countries – including over 85 of the Fortune 100 companies – rely on Verint’s open customer engagement platform to harness the power of data and AI to maximize CX automation.