Verint® Systems Executive Interview
Ryan Hollenbeck, Senior Vice President, Global Marketing, Verint® Systems
Sheri Greenhaus, Managing
Partner and Founder, Cyber Marketing Services sat down with Ryan Hollenbeck,
Senior VP Global Marketing, Verint and longtime CRMXchange Sponsor to discuss
changes that they have seen in the industry over the last 20 years.
Q. Verint has
experienced exceptional growth over the years we’ve worked together. What
factors have played the most significant role in helping you achieve your
and culture are the driving forces behind Verint’s growth journey. We
don’t simply talk about “core values,” we live by them. Here’s what I
The integrity to do what’s right and to take responsibility
for our actions
· The innovation to
create remarkable solutions for real-world challenges
· The transparency that
fuels mutual trust and productive, collaborative working relationships
· The humility to
view our successes today as building blocks for what we must achieve tomorrow
· A passion for
making our customers and partners as successful as we would ourselves like to
Q. I like to focus on
the last one: Passion! Can we explore that a bit more?
have very passionate employees all over the world. It’s gratifying to see
them in action delivering tangible value to our customers. In fact,
Verint has a guiding principle for our own customer experience initiative
focused on developing customers for life! We
have a growing number of customer champions, many of whom have amazing stories on
how Verint solutions helped them improve customer loyalty, reduce operating
costs, drive revenue, and minimize risk. With our focus on people and
culture, we expect the Verint growth journey to continue.
Q. What would you say
are the most important developments in the evolution and improvement of
customer engagement over the past two decades?
think about customer engagement has evolved tremendously! The single
biggest change is that technology has helped us get “smarter” in how we
interact with customers.
engaging with customers - across all the areas they “touch” in
an effective, consistent way with motivated, empowered employees - giving your
customers that high-quality, personalized experience they expect and saving money
at the same time.
envision understanding who’s doing what, when, and how in your day-to-day
operations and having the information you need to drive operational
efficiencies, meet service goals, and improve processing quality and effectiveness
across the entire enterprise -- from online, mobile
and social channels to branches and stores, and back-office operations.
engagement”, where you can capture and manage cross-functional information and
behavior around customer interactions and workforce performance across delivery
channels, is now here. You can then inject intelligence to uncover trends
and discover why certain employee and customer behavior is occurring. You
can manage interactions across channels and use guided business processes and
recommended dialogues to deliver fast, precise, personalized service – from
next best action, to next best offer. Cloud solutions connect every channel to
create complete, consistent and contextual experiences that count, every time
customers engage. As a result, you can deploy the right solutions to
empower employees and achieve continuous performance improvement at every
Q. What surprises have you encountered in the marketplace and how have you
been able to quickly and effectively respond to them?
we discussed earlier, innovation is a core value for Verint. This comes
in the form of organic innovation, such as our speech, text and voice of the
customer analytics solutions. And it also comes in the form of
acquisition innovation, such as the recent combinations Verint has completed
with Telligent for community software and ContactSolutions for real-time,
contextual self-service software. Bringing these two approaches together
has given us the agility to respond to the marketplace throughout the years!
Q. What directions do
you envision CX taking in the future? What steps are you taking to ensure that
Verint is prepared to help businesses meet the changing needs of customers?
expect that the Customer Experience will only continue to take center stage in
business going forward (and in the public sector as well the many digital first
initiatives being rolled out to improve the citizen experience). We have
customers all over the world who are leveraging our technology in their CX
initiatives. Many of them are presenting at our Engage customer events
addition, Verint’s own Customer Experience initiative continues to receive
accolades. In fact, our own Nancy Porte serves on the board of directors for
CXPA and has received numerous industry awards. We are developing a
company-wide mindset to deliver rewarding customer experiences across
functions. And customers are truly responding!
Q. Over the years, your
solutions have branched out into additional areas. What shaped your decision to
focus on providing actionable intelligence?
intelligence has been our core vision since the company’s inception. It’s
now a term that is referenced across many industries – from customer engagement
to security to fraud, risk and compliance. We think everyone is seeking a
smarter world through actionable intelligence. These crucial insights are what
enable decision-makers to anticipate, respond and take action, whether that
means better outcomes with less effort or enhanced security.
Q. What applications do
you see as being exemplary of your leadership in the industry?
solutions were recognized for industry leadership in enterprise workforce
optimization, engagement management and customer analytics. Verint was the only
company recognized by Gartner in the most recent published versions of both their
Magic Quadrant for the CRM Customer Engagement Center and Workforce
Optimization. DMG Consulting also recently named Verint top in cloud
solutions: The firm named Verint the
first-place vendor in the category of cloud/hosted SaaS solutions. Verint
offers a host of compelling cloud solutions for Customer Engagement
Optimization, while also providing customers with traditional and/or
transitional options that include on-premises, hybrid cloud and SaaS—giving
them the option to select the model that best suits their needs.