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The Engagement Capacity Gap and its Impact on CX

There is a chasm between what organizations know they need to do to meet rising customer expectations and the resources they have to do it.

Watch this webinar to hear from special guest, Colin Shaw, CEO and Founder of Beyond Philosophy as he shares his perspective on the state of CX and the impact of the Engagement Capacity Gap.

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The Engagement Capacity Gap

New research shows only half of organizations worldwide say they are well prepared to support their customer engagement priorities going forward.

Interactions and channel growth are way up. So are expectations. But resources aren’t changing to meet these new challenges. This has created an Engagement Capacity Gap that puts pressure on your customer experience.

New research from Verint quantifies and illuminates this gap.

View The Engagement Capacity Gap Infographic

Is Your Organization Prepared?

  • 76%

    76% of leaders believe customer engagement challenges will increase in 2022

  • 71%

    71% of leaders find retaining talented workers to be moderately or highly challenging

  • 52%

    52% of leaders have difficulties dealing with customer engagement due to supply chain issues

Changing Workforce Dynamics add Pressure to the Engagement Capacity Gap

Our research shows that new challenges and opportunities such as changing customer preferences, growing expectations, and The Great Resignation are impacting workforce dynamics. Employee engagement, hybrid and remote working, employee wellness, and retaining talented workers are still at the forefront of top concerns.

Watch this fireside chat with Maribel Lopez, Founder, Lopez Research and Celia Fleischaker, CMO, Verint as they discuss the findings from Verint’s 2022 study, and how changing workforce dynamics offer new challenges as well as opportunities.

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Top Priorities of Business Leaders

  • 50%

    50% cited acquiring new customers as one of their most pressing issues

  • 49%

    49% said improving CX is one of their top priorities

  • 79%

    48% cited improving operational efficiencies

2022: Positioning for What Comes Next

By leaning into digital channels and automation, organizations plan to improve self-service options for consumers and ease the burden on already-overworked employees.

For 2022, the top priority initiative is technology to improve agent experience and well-being. At the same time, organizations say they plan to increase spend on quality and performance solutions.

Leaders citied some of their most important initiatives as:

Watch the 2022 Webinar
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