A relevant, useful digital customer experience.
Verint purchased ON24® Webcast Elite to create scalable, impactful digital experiences. Most recently, ON24 enabled Verint to move quickly with the changing market needs. The company’s international business units came together to produce the Adapt and Respond educational webinar series, which focuses on aspects of the business that help customers navigate the COVID-19 pandemic in the short and long term. This series included existing client presentations from its live annual client event, repackaged as webinars with a focus on providing actionable tactics that customers could put to use immediately.
Overall, the goal of Verint’s digital experience program is to get the company’s original research, as well as industry thought leadership, out into the world. Through the webinars, Verint shares client stories, as well as product features and functionality.
Where Verint has seen the most value is the ability to present original research via digital experiences and take what the organization has learned in the field into live webinars, weaving planted questions throughout the webinar content and experience. “This helps the company ensure that the content in the webinars is what people are asking for,” Schwartze said.
Verint used ON24 to repurpose its Contact Center Report, which spans several industries, and its annual Retail Report into digital experiences. By baking the report-to- webinar conversion process into the initial report planning, Schwartze can ensure the right stakeholders are involved and that the digital experience of the report isn’t just an afterthought.
Verint uses several ON24 features such as webcams and calls-to-action to help promote entire series or upcoming and on-demand sessions. “I love that the webinars are automatically on-demand after they run. That has saved me a lot of headache,” Schwartze said.
Verint also uses ON24 to track downloads from the webinar resources list. Verint can review ON24’s analytics to learn exactly which customers saw certain reports and who downloaded what from the resources section.