Verint’s Ryan Hollenbeck, senior vice president, global marketing, recently spoke with Saddletree Research’s Paul Stockford for Contact Center Pipeline about the major trends in customer engagement for 2018.

More than ever, the customer engagement center has become a focal point for automation and shared intelligence.  

Advanced automation capabilities are helping leading brands modernize critical and historically high-touch areas of their businesses. Customer engagement also holds a treasure trove of information for those who want to find it—and, it’s changing quickly to keep up with customer preferences.

While operational efficiency remains important, today’s focus has evolved to engaging more effectively with customers—an approach likely to be in play for the foreseeable future.

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