Customer data mapping, engagement and developing trust - Interview with Rachel Lane of Verint

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.