See Your Brand Through the Eyes of Your Customers

What do retro viewfinders, designer sunglasses, and seamless customer experience (CX) have in common?

You’ll have the option to discuss all of them with the Verint retail sales team at the upcoming NRF (National Retail Federation) 2025: Retail’s Big Show in New York City, January 11-14.

Wanting to see beyond the surface, beyond the ordinary has always been a strong desire for people. When the first viewfinders were introduced in 1939, almost a decade after the advent of television, people could see, in full color, places they’d never visited in real life.

It must have been a truly eye-opening experience, a new way to explore the world. Fast forward almost 90 years. We live in a world of wearable tech, such as designer sunglasses allowing us to capture and share our world in the form of photos, videos and more.

From its early days, technology was aimed at broadening our vision and expanding our experiences. As we step into 2025, intelligent solutions are all around us, pushing the boundaries of what we thought possible.

For retailers, digital solutions can take the guesswork out of their customers’ needs, providing insights that were unimaginable before. With AI-powered CX Automation, retailers like you can “see” your brand through the eyes of your customers, gaining a deeper understanding of customer expectations and preferences.

Change the Retail Game by Marrying Digital and Physical CX

The focus of this year’s National Retail Federation (NRF) is not only to help retail brands keep up with change but to also help you become game changers yourselves. The core of that is to know what your customers want and cater to their needs at every step of the retail journey, including store, digital and contact center experiences.

Customer engagement solutions can help you collect and unify data on customer intent, experiences and feedback across stores and digital channels. It can help you understand how your customers view your brand.

Where are they most active? What are they saying about your digital and store experiences? What do they wish you would do or offer that you currently don’t?

Once such valuable experience data is collected, you can apply AI to extract actionable insights for increasing and retaining store traffic, driving sales, and prioritizing actions to personalize and enhance CX.

By leveraging this insight, you can also staff more effectively, deliver better experiences across channels and stores, and boost customer satisfaction and retention while simultaneously lowering costs.

Retailers that can see beyond providing seamless journeys and can unify customer experiences into a single, connected platform will be the biggest winners in 2025.

Discover the Verint Retail Solutions

Verint offers a wide variety of advanced solutions for retailers that can set your business up for success in 2025 and beyond. Here are a few examples of how you can use digital technology across all customer touchpoints and interaction channels, including stores, to deliver a unified CX.

1) Appointment Booking & Queue Management

Retailers often lack full visibility of what happens to their customers between the moment they enter the store to when they purchase (hopefully) their preferred product. Did you know that 85 percent of customers walk out of stores if they must wait in a line?

By enabling customers to book appointments, join virtual queues and have a more relaxed and informed wait experience, you can gain a better understanding of who visits your store and why, who is canceling and walking out, which customers made a purchase, and so on.

Based on such invaluable insights, you can make changes to offer them a faster, more personalized service to drive sales, retain walk-ins, and boost loyalty.

With Verint Appointment Booking and Queue Management, some retailers have seen a 48 percent increase in conversion rate for customers with appointments, a 65 percent reduction in walkouts, and a 40 percent increase in NPS.

2) Intelligent Virtual Assistant

Thirty-four percent of consumers shop both in-store and online. Often when shopping online, the consumer is looking for a quick answer to a question, or to research a product more.

Leveraging AI-powered, Intelligent Virtual Assistants (IVAs), retailers can answer consumer questions and “contain” many of these customers in self-service—reducing more costly contact center interactions.

Verint IVA can create human-like conversations across voice and digital channels, improving self-service containment rates and providing more personalized customer experiences.

Using Verint IVA, a telecommunications company successfully contained more than 50 percent of calls, handling 3.5 million interactions annually.

3) Voice of the Customer

Leveraging real-time customer feedback across your digital touchpoints can help you greatly enhance CX. Imagine being able to get timely feedback after a customer visits one of your stores, makes an appointment, or enters a queue.

With Verint Experience Management for Location, you can level up your survey capabilities by proactively sending notifications to gather store visit feedback via the web or mobile. Using Verint Voice of the Customer solutions, you can merge insights from multiple channels into a single, unified view to better understand customer behaviors, needs and expectations.

With this knowledge, you can boost CX, increase operational efficiencies, and identify improvement areas.

For instance, a global retailer achieved rapid improvement in member feedback and agent performance in just seven months. They reached a 23 percent increase in response trends, along with an almost 10 percent boost in agent knowledge and agent friendliness.

4) Channel Automation

To meet increasing customer expectations, retailers must be able to engage across all channels, including Facebook Messenger, WhatsApp, Twitter DM, email, and live chat. Verint Channel Automation brings all your engagement channels together in a single omnichannel platform so that you can contextually understand your customer’s intent, and route them to the right agent (human or bot) at the right time, regardless of the channel.

You can empower consumers with asynchronous communication options, so they can choose their preferred channel. The solutions enable you to drive consistent conversations, leverage automation, and empower your contact center employees to confidently and quickly solve customer queries.

This approach helped a large e-commerce business achieve the remarkable goal of reducing response time from up to 10 days to 24 minutes!

Powered by Verint Open Platform

Verint retail solutions are an integral part of Verint Open Platform, helping you increase customer engagement and CX Automation across all customer touchpoints. Our platform is differentiated by its open approach and unique architecture that puts behavioral data and Verint Da Vinci™ AI at the platform core.

You can adopt CX Automation at your own pace and avoid operational disruption, while helping to futureproof your investment as technology changes.

See You at NRF25!

If you’d like to hear more about how to keep the human touch both in-store and online, stop by booth #1316 at NRF in NYC between January 11-14. Verint’s customer engagement solutions for retailers help you see your brand through the eyes of your customers to drive sales, CX and productivity for your business.

Schedule time to speak with a Verint expert onsite. We hope to see you there!