Verint Explores Reshaping the Branch for Today’s Omnichannel Banking Environment at BAI Retail Delivery Conference
As part of its participation in BAI Retail Delivery 2014, Verint(R) Systems Inc. (NASDAQ:VRNT) today announced that on Thursday, November 13 at 12:30 pm CT, Jackie Hudson-vice president, branch workforce optimization, Verint-will take part in the Transforming the Branch for Today’s Omnichannel Environment panel. This session will explore the solutions that are transforming the branch, such as customer engagement optimization, and moving banks toward an omnichannel environment, addressing one of the most challenging initiatives facing executives in the retail banking industry.
BAI Retail Delivery, the retail financial services event taking place this week, November 12-14 in Chicago, is featuring tracks focused on top strategists, leaders and personalities from inside and outside the financial industry. The event will address best practices in four key areas, including operational excellence, omnichannel delivery, marketing and product development, and sales effectiveness.
During the conference, Verint will highlight how its customer engagement optimization solutions help financial institutions tackle key concerns around the future of the branch-such as ways to increase staff productivity and better manage customers’ preferences to drive sales and revenue, and practices to drive operational efficiency, while reducing costs.
In addition, Verint is sponsoring an Executive Session titled BAI Branch Transformation-Outlook for the Branch of the Future on Tuesday, November 11 starting at 12:30 pm CT. During this assembly, executive peer group participants will examine how retail banking organizations can realign the branch with strategic goals, and focus on the customer experience and new operating models today and into the future.
“As consumer channel preferences continue to change over time and new technologies are introduced, branch visits are transforming as well,” notes Jerry Silva, global banking research director, IDC Financial Insights. “However, the importance of the branch to consumers remains high. The most frequent reason customers leave their bank is due to poor service. Adapting engagement and interactions at the branch can enable deeper engagement with customers and provide opportunities to capture feedback and drive continuous improvements to the overall banking experience.”
During BAI, Verint will address a number of significant branch trends including:
- The branch as a critical element for maintaining customer relationships. According to research conducted by research and advisory firm IDC, the percentage of consumers that used a branch at least once in the past month has gone up over the past two years, while online banking and the contact center are showing signs of declined usage. Respondents cited convenience, human interaction, security and speed as the top reasons they use a branch.
- Personalization. Customers expect their banks to know them, including their preferences and history of interactions (both positive and negative), regardless of the channel they used. They want their financial institution to know enough about their needs to personalize interactions and make recommendations on better products and services based upon their unique situations.
- Omnichannel customer engagement. The future of retail banking hinges on the concept of the branch as a natural relationship channel for customers, combined with expectations of “anytime, anywhere” convenience when it comes to routine transactions. Empowering branch employees on the front lines with the right tools to provide high-quality customer experiences can pay dividends.
- Holistic management. Branch performance excellence is a comprehensive way of managing the branch network by leveraging and combining the fundamentals of activity-based workforce management with monitoring, measuring and dynamic information sharing.
“We look forward to addressing the strategic priorities of branch transformation at this week’s BAI Retail Delivery because we believe branches are a key foundational part of the omnichannel customer experience. In order to respond to customer preferences, have meaningful face-to-face conversations in the branch, and appropriately adapt to changes in other channels, financial institutions need visibility into customer interactions and staff performance across their branch networks. That’s precisely where Verint can help with its Customer Engagement Optimization solutions,” explains Christopher Zaske, global vice president, enterprise workforce optimization, Enterprise Intelligence SolutionsTM, Verint.
Throughout the BAI Retail Delivery conference, Verint will demonstrate how retail banking executives can heighten customer engagement, improve sales productivity, gain better visibility into branch and employee performance, align staffing and scheduling to customer demand, and evaluate customer satisfaction through its branch workforce optimization solutions. To learn more, visit Verint at Booth #4021.
About Verint Systems Inc.
Verint(R) (NASDAQ:VRNT) is a global leader in Actionable Intelligence(R) solutions. Actionable Intelligence is a necessity in a dynamic world of massive information growth because it empowers organizations with crucial insights and enables decision makers to anticipate, respond and take action. Verint Actionable Intelligence solutions help organizations address three important challenges: customer engagement optimization; security intelligence; and fraud, risk and compliance. Today, more than 10,000 organizations in over 180 countries, including over 80 percent of the Fortune 100, use Verint solutions to improve enterprise performance and make the world a safer place. Learn more at www.verint.com.
This press release contains forward-looking statements, including statements regarding expectations, predictions, views, opportunities, plans, strategies, beliefs, and statements of similar effect relating to Verint Systems Inc. These forward-looking statements are not guarantees of future performance and they are based on management’s expectations that involve a number of risks and uncertainties, any of which could cause actual results to differ materially from those expressed in or implied by the forward-looking statements. For a detailed discussion of these risk factors, see our Annual Report on Form 10-K for the fiscal year ended January 31, 2014 and our Quarterly Report on Form 10-Q for the quarter ended July 31, 2014 and other filings we make with the SEC. The forward-looking statements contained in this press release are made as of the date of this press release and, except as required by law, the Company assumes no obligation to update or revise them or to provide reasons why actual results may differ.
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