Today’s interview is with Rachel Lane, Director Customer Analytics EMEA at Verint, a US-headquartered analytics company which was founded in 2002. The company sells software and hardware products for security, surveillance, and business intelligence, which are designed through actionable intelligence to address issues in three areas: customer engagement optimization; security intelligence; and fraud, risk and compliance. Rachel joins me today to talk about a new report they have recently published about customer engagement and their findings related to data, trust and privacy.
This interview follows on from my recent interview – Did the hardest part of customer service just get easier? – Interview with Michael Schneider of Service – and is number 166 in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate and delivering great service and experience to their customers.
Highlights of my interview with Rachel:
Rachel Lane is the Director of Customer Analytics EMEA at Verint and provides a full customer experience service from initial idea through to project completion and on-going strategy.
Rachel regularly speaks at conferences, events and webinars, promoting voice of the customer and analytics to help organisations improve their customer experience, customer loyalty and ultimately, profitability. Rachel is passionate about using customer feedback from all customer touch points across multiple channels to drive action throughout the organisation, in order to improve business performance.
Prior to Verint Rachel delivered voice of the customer solutions across many sectors including Financial Services, Telecommunications and Retail. Rachel enjoys being a trusted advisor and thought leader for companies she engages with.