Verint announced it will demonstrate its open platform capabilities for retailers at NRF 2024, and its new retail research findings are now available. The Verint Open Platform for Retailers offers several solutions to help retailers address today?s challenges: Improve choreography between digital and physical channels: Applications such as Verint Appointment Booking, Queue Management, Event Management, and Task Management are designed to capture important insights including why customers visit the store, the products and services they are seeking, as well as the days and times that are most convenient to them. For example, from 2020 until 2022, the number of Verint Appointment Booking customers tripled from 1.2M to 3.6M demonstrating consumer demand for tools that are convenient and save time.

Implement Voice of the Customer (VoC) capabilities across channels: Brands need location feedback, specifically designed to capture customer feedback on in-store experiences in near real time. They also need digital feedback as well. The prompt and targeted feedback on store and digital visits can fill a large data gap by revealing more insights into what customers are experiencing across channels.

Elevate candidate quality: Even the most well-orchestrated in-store to digital experience still requires the right employees with the knowledge and skill to deliver a great experience to consumers. To help with this problem, the Verint Interviewing Bot automates the analysis of candidate assessments using AI, proprietary audio models, and predictive analytics. The bot identifies high performers, reducing attrition and hiring costs, all while increasing performance outcomes.

The Verint Open Platform for Retailers leverages solutions to help modernize retail operations and deliver elegant experiences across physical locations and digital channels that will ultimately increase customer foot traffic and enhance sales. Leading health and wellness brand GNC recognizes the importance of listening to digital feedback to improve customer experience. Using Verint VoC solutions, GNC was able to capture actionable and diagnostic digital experience data to drive improvements across the organization.

The data is funneled to a digital triage team, empowered with vital insights into customer experience related to its website. Improved find-and-fix processes helped fulfillment teams handle surging online orders, keep up with high demand and overcome shipping and contact center challenges.