Ghoulies and ghosties and things that go bump in the night…is that what you think of when you think about the way things run in your contact center? Are you haunted by horrors in your contact center? Read on (if you dare) as we explore the nightmares…

What is impact? For customer experience, it might be moving the needle on customer satisfaction or speeding time to action. Though the benefits of CX improvement can feel intangible, the truth is that it is not only possible, but vital to measure the…

At Verint, we truly believe that every day is dedicated to driving customer experience. Especially for those who are in the frontline, whether in the contact center, leading CX strategy, or creating new and unique digital experiences, customers are front…

Today, an online community is part of a brand’s overall digital strategy.

A community is one more place where brands can engage customers to participate, listen, and learn in ways that complement what the brand is doing in other public channels 

The Back Office & Branch: Key Contributors to Differentiated CX

August 10; Verint Webinar with The Financial Brand   

Join Verint’s Nicole Nevulis, Global Senior Director, Go-to-Market Strategy, and Juan Cabrera, Director, Branch Go-to-Market Strategy…

The days of everyone going to an actual store to do their shopping are behind us.

Naturally, many people still shop in stores—however, recent Verint research shows Gen Z’s growing preference for digital-first shopping and the vital importance of digital…

As we emerge from the pandemic with rising inflation and a cost-of-living crisis, consumers are being more careful than ever when deciding where to spend their money. For brands, acquiring new customers is going to be tough. Focusing on retention should…

Last week at Engage 2022, Verint made several announcements we want to make sure you saw.  Company executives kicked off the event by unveiling One Workforce^TM and Total Quality^TM to help our customers meet today’s constantly evolving consumer demands…

Chances are high that you still find it challenging to support winning customer experiences—perhaps now more than ever.

You’ve dealt with the dramatic, life-altering effects of the COVID-19 pandemic—and now your organization looks ahead to see a…

Global CX Forum

May 2-3; Camino Real Polanco Hotel, Mexico City 

Verint’s Jason Valdina, Senior Director of Engagement Channel Go to Market Strategy, will present “The Art of Customer Conversations: The 6 stages of the conversational customer journey”…

GNC started with a simple storefront in Pittsburgh, Pennsylvania, in 1935. Now, with more than 4,800 locations in the U.S. and Canada, GNC has become a global wellness brand that prides itself on meeting the growing and fast-changing needs of its customers…

Have you ever spent hours putting together a jigsaw puzzle, only to discover that there are some missing pieces and realizing you’ll never be able to complete the whole picture?  Well, that’s basically what it’s like when you don’t have a unified…

Shift CX – Germany: Improving CX and Customer Service with Online Communities

March 9; Online Webinar 

Join Verint’s Jon Allen, Vice President GTM Strategy, Digital-First Engagement, Community, at 1:10 p.m. German time (GMT+1). Learn how companies…

For many companies, delivering an excellent customer service experience has never been more challenging than it is right now.

Customers are engaging with brands through digital channels at unprecedented levels—and they expect a great customer experience…

In a recent blog, we discussed how businesses that have a focused data strategy around customer engagement will be clear winners in the Customer Experience Race. Implementing such a strategy and succeeding in this race will be rewarded with customer loyalty…

With the publication of my column in the January 2022 issue of Contact Center Pipeline magazine, I officially announced to the industry my intention to retire this year. I have not renewed any client contracts for 2022 and have not initiated any new research…

As we come out of the dramatic branch closures and shift to digital channels caused by the pandemic, banks are asking themselves: Where do I need branches, and when should they be kept open?

Now some might be skeptical about the need for a bank branch…

How to Provide a Great Customer Experience During the Labor Shortage

February 2; CRMXchange online event 

As hiring and retaining employees becomes a greater challenge, the gap between your workforce capacity and your customer needs is widening. Join Ventana…

Trends in Conversational AI for 2022 and Beyond

January 18; Online Event 

Join Verint’s Jen Snell, VP, Go-to-Market Conversational AI, as she participates in this 2 p.m. ET roundtable. In the coming year enterprises will look at various technologies to…

Aren’t you ready to break out of the cycle of virtual meetings? It’s time to gain fresh insights from inspirational speakers, build your personal and professional brand, and experience innovations from Verint and our partners—all in one place, face to…

Managing and optimizing the customer experience is an increasingly complex task for health insurers.

Yet, according to research from Forrester, Gartner, and Verint, the best way to engage customers, improve service across channels, and reduce costs is…

Customer experiences (CX) define the identity and success of the modern enterprise. While factors such as price and time in market are still relevant, buyers in both B2B and B2C industries prefer working with brands that address their unique expectations…

Let’s Talk Live: Book Club Chat

December 1; Online event on LinkedIn Live

The next Let’s Talk Live: Book Club Chat with Celia Fleischaker, CMO of Verint, and Paul Greenberg, Founder & Managing Principal of The 56 Group, will be on December 1 at…

Verint recently announced new AI-driven Real-time Agent Assist (RTAA) capabilities including real-time sentiment analysis and new work assist functionality in the Verint Customer Engagement Cloud Platform. These latest enhancements to the platform also…

Nearly 28 years ago, Verint launched our first customer engagement offering. Our focus then was to provide call center recording and analysis of the subsequent data, something that many companies were only just beginning to adopt.

We understood that customer…