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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 success?     

People 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 mean:   

· 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 be

 

Q. I like to focus on the last one: Passion! Can we explore that a bit more?   

We 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. 

 

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Q. What would you say are the most important developments in the evolution and improvement of customer engagement over the past two decades?   

How we 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.   

Imagine 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.

Now 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. 

“Smart 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 interaction point.    

Q. What surprises have you encountered in the marketplace and how have you been able to quickly and effectively respond to them?   

As 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?   

We 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 this year.     

In 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?   

Actionable 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?   

Verint 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.