Delivering Exceptional Customer Experience in Challenging Economic Conditions
This is the third edition of Verint’s annual research examining the customer engagement challenges organizations face, and the strategies they are using to close the Engagement Capacity Gap™ (ECG)—the gap between customers’ expectations for service and an organization’s ability to fulfill them. For this report, Verint ® conducted a global survey of more than 2,800 business leaders in December 2022 to measure and understand the new dynamics influencing the ECG.
Last year, Verint recognized the prevalence of “disruption as usual”—a new normal had failed to emerge from the COVID-19 pandemic, and fresh issues were affecting organizations across the world. The one commonality for all of them was continuous and disruptive change. Some of those issues are still presenting challenges, with an ever-expanding number of engagement channels and labor issues causing headaches for business leaders.
In 2023, the threat of a recession is impacting budgets, workforce plans, and customer engagement strategies. The challenging economic environment—for businesses and consumers—means that while organizations are still expected to meet rising customer expectations, they may find themselves doing so despite budget cuts and an ever-present pressure to further reduce costs.
This article is posted at verint.com
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