More than half, 67%, of business leaders are highly confident of providing the level of experience expected by consumers and more than 50% believe labor challenges, budget pressure and budget cuts will negatively impact customer engagement strategies this year.
Those are findings from Verint’s annual global research report examining customer engagement challenges and polled 2,875 business leaders across 13 countries.
Highly confident leaders were 3.2 times more likely to be highly effective at engaging customers across digital channels and 2.9 times more likely to provide effective self-service options, according to a press release on the findings.
“Many business leaders believe their digital-first engagement, workforce management and quality and performance efforts have given them a sure footing to improve customer engagement and experience delivery. But the threat of a global recession, budget cuts and a challenging labor market are causing significant disruption,” Verint CMO Celia Fleischaker said in the release.