Qudini by Verint - Comprehensive Analysis Report

Summary

Qudini by Verint offers a comprehensive Retail Choreography strategy and software suite aimed at optimizing customer experience, streamlining store operations, and centralizing data analytics to drive profitability. Established in London, UK, in 2012, Qudini was acquired by Verint in January 2023. Its core mission, now aligned with Verint's broader goals, focuses on digitally transforming appointment scheduling and service management to foster customer engagement and boost brand interactions. The concept of "Retail Choreography" is central to its offerings, emphasizing the strategic orchestration of customer and associate movements across all channels to create engaging customer journeys, increase sales, enhance loyalty, and reduce operational costs. The company's solutions empower brands to meet rising customer expectations by bridging the "Engagement Capacity Gap" through optimized human resources and seamless integration of digital and in-person experiences.

1. Strategic Focus & Objectives

Core Objectives

Qudini by Verint's strategic focus is to enable brands to choreograph holistic omnichannel customer journeys. Key objectives include:

Driving sales growth through enhanced customer experiences.

Increasing customer loyalty by providing seamless and personalized interactions.

Optimizing productivity for store associates and operational workflows.

Specialization Areas

The company specializes in providing digital tools that manage customer experience and business operations across both physical venues and digital channels. Its unique value proposition lies in its integrated platform that connects various aspects of the customer journey. Key areas of expertise and solutions include:

Appointment Booking Software: Facilitates scheduling for in-store or virtual services and consultations.

Virtual Queue System / Walk-in Waitlist App: Eliminates physical wait lines by enabling digital check-ins and real-time updates via SMS and email.

Event Management Software: Manages in-store events to enhance customer engagement and drive footfall.

Task Management Software: Streamlines in-store tasks and communications for store associates, improving efficiency.

BOPIS (Buy Online, Pick Up In-Store) Check-in: Allows customers to seamlessly check-in from their phones to collect online orders.

Video Appointment and Live Shop Software: Enables virtual appointments and live video conversations with sales associates, extending digital service capabilities.

Target Markets

Qudini by Verint targets a diverse range of industries beyond traditional retail, including:

Retail: Luxury, beauty, fashion, optical, telco, department stores, grocery, electronics, sports, outdoors, lingerie, homeware, garden and DIY, shoe, and travel.

Other Sectors: Automotive dealerships, banking, public sector, education, and healthcare.

The platform addresses the "Engagement Capacity Gap" by optimizing human resources and productivity through integrated digital and in-person experiences.

2. Financial Overview

Funding History

Prior to its acquisition by Verint, Qudini successfully raised a total of $3.13 million across four funding rounds.

The latest funding activity for Qudini was a Seed round of $1.49 million, completed in March 2017.

Notable investors in Qudini included Verint (which later acquired the company), JLAB, and L Marks.

In January 2023, Verint (NASDAQ: VRNT) acquired Qudini, integrating its capabilities into Verint's Customer Engagement Platform. The specific financial terms of the acquisition were not disclosed. At the time of acquisition, Qudini was a privately held UK-based company with approximately 20 employees. The acquisition aimed to enhance Verint's platform by adding new capabilities to improve sales, customer loyalty, and agent productivity through Qudini's appointment scheduling and management technology. Verint, the parent company, reported an estimated annual revenue of $909 million in 2025 and employs 3,700 people as of 2025.

3. Product Pipeline

Key Products/Services

Qudini by Verint's suite of solutions is designed to manage various aspects of retail choreography, from customer engagement to operational efficiency.

Appointment Booking Software:

Description: Facilitates pre-booking of in-store or virtual services, consultations, and meetings.

Development Stage: Fully deployed and actively enhanced.

Target Market/Condition: Retail, banking, healthcare, and any industry requiring scheduled customer interactions to manage staff availability and customer flow.

Key Features & Benefits: Reduces wait times, personalizes customer experience, optimizes staff scheduling, increases conversion rates, and allows for proactive outreach.

Virtual Queue System / Walk-in Waitlist App:

Description: Enables customers to join digital queues, receive real-time updates, and eliminate the need for physical waiting lines.

Development Stage: Fully deployed and continuously updated.

Target Market/Condition: Retail stores, banks, public sector offices, and any location experiencing high foot traffic or wait times.

Key Features & Benefits: Improves customer satisfaction, reduces perceived wait times, provides SMS/email updates, enables staff to manage queues efficiently, and captures customer data during waiting periods.

Event Management Software:

Description: Tools to plan, promote, and manage in-store events, workshops, or product launches.

Development Stage: Mature and integrated into the platform.

Target Market/Condition: Retailers aiming to boost in-store engagement, drive footfall, and create experiential shopping environments.

Key Features & Benefits: Streamlines event registration, sends automated reminders, tracks attendance, and captures customer interest for targeted follow-ups.

Task Management Software:

Description: Digital platform for assigning, tracking, and managing in-store tasks and communications for retail associates.

Development Stage: Fully operational.

Target Market/Condition: Retailers and other businesses needing to optimize associate productivity and internal operations.

Key Features & Benefits: Enhances team communication, ensures task completion, improves operational efficiency, and frees up staff to focus on customer interactions.

BOPIS (Buy Online, Pick Up In-Store) Check-in:

Description: Allows customers to seamlessly check-in from their phones upon arrival to collect online orders.

Development Stage: Available and integrated.

Target Market/Condition: Retailers offering omnichannel fulfillment options, particularly those focused on convenience and speed for online orders.

Key Features & Benefits: Reduces friction in the pick-up process, improves customer satisfaction, and provides store staff with visibility into incoming collections.

Video Appointment and Live Shop Software:

Description: Enables virtual appointments and live video conversations between customers and sales associates.

Development Stage: Active and evolving.

Target Market/Condition: Retailers looking to extend personalized service digitally, particularly for consultations, product demonstrations, or remote sales.

Key Features & Benefits: Expands service reach, offers personalized digital interactions, increases conversion for online customers, and provides flexibility for both customers and staff.

4. Technology & Innovation

Technology Stack

Qudini by Verint's technological platform is built upon software tools designed to facilitate retail choreography, enabling brands to seamlessly manage resources, customers, and operations within a single, integrated platform. The solutions cater to both digital and physical customer journey touchpoints. Verint, the parent company, leverages advancements in AI, analytics, and an open cloud architecture to enhance customer experience.

Proprietary Developments

Qudini's innovations include:

Award-winning Virtual Queuing System: An early innovation that successfully eliminated physical wait lines in retail stores. This system was developed during the O2-sponsored Isobar Create London Hackathon.

Appointment Scheduling Solution: Developed in response to increasing demand from enterprise clients, building upon the core queuing technology. These core technologies form the basis of their Retail Choreography suite.

Scientific Methodologies

The platform employs a data-driven approach to enhance decision-making. It connects customer experience, operations, and data, providing a comprehensive perspective on organizational performance. This helps improve crucial areas such as staff resource allocation, stock management, and the creation of targeted marketing campaigns. The solutions are specifically designed to deliver actionable insights that improve customer interactions and drive positive business outcomes.

Technical Capabilities

Verint's broader capabilities, which now underpin Qudini by Verint, include:

AI and Analytics: Leveraging artificial intelligence and advanced analytics to optimize customer interactions and operational efficiency.

Open Cloud Architecture: Providing a flexible and scalable foundation for its customer engagement platform.

5. Leadership & Management

Executive Team

Qudini by Verint:

Imogen Wethered

Position: CEO & Co-founder of Qudini (joined Verint post-acquisition).

Professional Background: Was instrumental in the founding of Qudini in 2012 and played a key role in developing its initial Virtual Queuing System.

Notable Achievements: Her vision for Retail Choreography led to the development of a single tool to manage holistic omnichannel customer journeys. She successfully guided Qudini through its early growth and eventual acquisition by Verint.

Verint (Parent Company) Leadership:

Mike Lipps

Position: Chairman and Interim CEO.

Professional Background: Joined Verint following the company's acquisition by Thoma Bravo in November 2025. Brings over 30 years of experience in public and private equity software investments.

Anna Convery

Position: Chief Marketing Officer.

Professional Background: Joined Verint in March 2025. Possesses over 20 years of experience spanning enterprise technology marketing, product management, and sales.

Peter Fante

Position: Chief Administrative Officer.

Professional Background: Joined Verint in September 2002. Previously served as Chief Legal Officer and Chief Compliance Officer.

Carl Gillert

Position: Chief Financial Officer.

Professional Background: Joined Verint in February 2026. Brings over two decades of experience, primarily in private equity-backed technology companies.

Jaime Meritt

Position: Chief Product Officer.

Professional Background: Joined Verint in 2015. Plays a critical role in defining the company's product and technology strategy, driving cloud and AI initiatives.

Rob Scudiere

Position: Chief Technology Officer.

Professional Background: Joined Verint in March 2022. Leads global engineering and cloud operations teams.

Steve Seger

Position: Chief Revenue Officer Americas.

Professional Background: Joined Verint in April 2023. Leads Americas sales, services, and customer success management teams.

Recent Leadership Changes

Carl Gillert joined Verint in February 2026 as the Chief Financial Officer.

Mike Lipps became Chairman and Interim CEO following Verint's acquisition by Thoma Bravo in November 2025. These changes reflect ongoing strategic shifts within the parent company, impacting the overall direction and operational oversight for all its offerings, including Qudini by Verint.

6. Talent and Growth Indicators

Hiring Trends and Workforce

Verint, the parent company, had approximately 3,800 employees as of January 2025, representing a 3.0% increase from January 2024. The company has demonstrated consistent workforce growth, with annual increases ranging from 15-20%.

Key Roles Being Recruited: Verint plans to add 300 new employees by 2026, with a specific focus on attracting talent in AI, data science, and research to expand its India workforce to 1,000. This hiring drive underscores a strategic commitment to leveraging advanced technologies for customer experience automation.

Company Growth Trajectory Indicators: The increase in workforce, particularly in high-tech roles, indicates a strong growth trajectory driven by technological advancement and market demand for CX automation solutions.

Company Size and Expansion Metrics: The strategic expansion of its workforce, especially in key areas like AI, signals Verint's intent to strengthen its technological leadership and broaden its capabilities, which will directly benefit offerings like Qudini by Verint. These hirings contribute to local employment and economic development.

7. Social Media Presence and Engagement

Digital Footprint

Qudini by Verint maintains an active digital presence, leveraging social media platforms to communicate brand messaging and engage with its community.

Social Media Activity: The official Qudini Twitter account (@Qudini) was used to announce the acquisition by Verint in January 2023, keeping its stakeholders informed about significant company milestones.

Brand Messaging and Positioning: Verint utilizes its YouTube channels to showcase the Retail Choreography Suite. Videos demonstrate the platform's capabilities in appointment scheduling, queue management, event management, and task management across retail and banking sectors. The messaging consistently emphasizes how the suite enhances customer experience, drives sales, fosters loyalty, and optimizes productivity through an omnichannel approach.