EXECUTIVE BRIEF

Knowledge is the Key to Customer Experience Success

The world has dramatically changed over the past decade and so has customer service. Today’s customers have higher expectations than ever before as they can interact with you across many channels.

It’s imperative for customer service agents have the right information at their fingertips to provide a stellar customer experience (CX). Agents that can quickly, proactively, and personally interact with customers and solve their issues can help set a business apart from the competition.

In this executive brief, we will explore how: 

• Knowledge Management (KM) is a foundational element of successful CX strategies
• KM assists agents and customers in managing rapid change
• Verint Knowledge Management enhances existing assets