Verint Voice of the Customer

Formerly Verint Experience Management

I use the Verint Survey/ EFM and CX Suite to get voice of Customer and also learn the pain points in the customer journey. We then review these pain points and do AB testing and make changes to the site

We use the Survey Management platform with internal and external customers. We benchmark new teams coming into the quality program as well as using it for strategic company initiatives.

We use the CX platform to measure our customers transational interaction. We create cases based on triggers set when we fall short of our customers expectations.

We use ForeSee to gauge the customer engagement piece of the business. ForeSee allows us to break down where we need to focus so we can address customer experience issues in real-time. This is used across the entire company and the proper sample size gives you an accurate portrayal of your wins and misses.

We use it as part of our push/pull strategy to gauge customer sentiment, comments, and NPS scores. I was instrumental in getting excutive approval to redesign our online communication strategy as well researched the needed changes. By pushing a pop-up survey after to 50% of our customers who have visited at least three pages as well as pushing a pop-up survey when they log out, we found that drove higher customer sat scores then pushing a survey more frequently. On the pull side, we instituted a persistent survey button on the right rail of the screen as well as in the footer so that customers could send us a message at their leisure. A side benefit to this was that customers would alerts us to issues on our website, sometimes even before our technical realized it.

OpinionLab is a valuable way to collect passive feedback from a digital product user in a simple unobtrusive manner. It is easily consumable by most areas of the organization and can help direct product development.

Used across several departments globally to conduct internal employee and external user and partner surveys. Surveys range from short and simple, to long and complex. Some surveys are done on-site at events, others post event, others to get user feedback via the website, and others to get user feedback via emails (deployed through both Verint as well as an external email distribution platform). Allows us to quickly gather feedback to make informed insightful business decisions.

OpinionLab was used solely by the digital marketing team. Its main purpose was to secure user intel on page design and functionality. It gave the digital marketing team another "set of eyes," in identifying issues on specific pages, as well as, gather insight on potential enhancements during specific testing phases of the marketing and member websites.