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Customer satisfaction requires all parts of an organization to operate well together. A good conversation with a customer can quickly be undone by a poor transaction conducted in the back office. Digital transformation has traditionally centered on…
Great questions drive most successful endeavors—relationships of all kinds require them. However, great questions also need to be timed well. Asking the right question at the right moment in the customer journey is critical. If you ask people brand…
By Verint Connect Member
As a business, participating in social communities is good. Having your own social community is better. For some companies, the use of the term social community represents the collection of public social networks such as Facebook, Twitter and LinkedIn…
Robotic Process Automation (RPA) has historically referred to powerful software robots that can execute work on a virtual desktop or in a back-office server—automatically, around the clock, and without involving human employees. I discussed how robots…
By Iain Daws
In parts one , two and three of this blog series, we looked at the background of Smart City initiatives, how sensors and other devices can make life better for us all, and the role that citizens and employees—humans, in other words—have to play in making…
By Paul Stockford, Chief Analyst, Saddletree Research
Imagine that it was a cold and snowy night... And starting at 6:30 a.m., the phones at “Elite Plumbers” begin ringing off the hook. Two brothers, Joseph and Henry Pendleton, started Elite Plumbers with the vision of delivering concierge-level plumbing…
By Verint Connect Member
Organizations are increasingly realizing the critical role that customer experience plays in long-term success. Loyal customers are born from great customer experiences—once your organization can consistently and efficiently meet your customers’ needs…
By Verint Connect Member
Ventana Research is seeking customer analytics professionals to participate in a benchmark research survey designed to uncover organizations’ current and planned use of analytics on all things customer related—marketing, sales, service, contact center…
Verint Summer School 2017 August 1-24; Webinar Series Verint experts will present 15 English and Dutch interactive webinars throughout August on effective ways to enhance interactions with customers. This series will explore a wide variety of topics…
By Verint Connect Member
A well thought-out voice of the customer (VoC) strategy has become a strategic imperative for measuring and improving customers’ experiences, satisfaction and loyalty. Listening, analyzing and acting on the voice of the customer across digital and traditional…
In a recent ETCIO.com article , Firstsource’s Aparajita Gupta, senior vice president, digital support and analytics, describes how using Verint Speech and Text Analytics helped the India-based business process outsourcer analyze huge volumes of data and…
By Verint Connect Member
The authors of the recent McKinsey Quarterly article, What does automation mean for general and administrative (G&A) and the back office? state that when it comes to Robotic Process Automation (RPA), “Getting started is the easy part … But scaling is…
By Brian Koma
“ How can I SPEAK to a human being???? “Terrible customer service! I am unable to speak to a rep regarding a billing question.” “I have been calling for months for you to correct my address. EVERY time it reverts back to the wrong address and my…
Strengthening the customer experience—and thus customer loyalty—is top of mind for organizations today. Every advantage is important—and every interaction between a company and customer is, in essence, an information exchange. Key to those interactions…
By Iain Daws
In part 1 and part 2 of this blog series, we looked at the background of Smart City initiatives and discussed how combining the networks of sensors and other devices—and particularly the data they generate—can give us powerful and unexpected insights…
Verint’s Ryan Hollenbeck, senior vice president, global marketing, recently spoke with Ginger Conlon, contributing editor at MarTech Advisor .
By John Chmaj and Brad Bannwart
In our last knowledge management (KM) blog , we discussed how critical it is to link your KM capabilities and activities to outcomes. Building this connection serves as the foundation to establishing a ‘value-driven’ KM program. Our customers often…
In the first blog in this series we discussed the scalability of process improvement resources. In the second blog , we discussed the structure needed to prioritize processes for re-engineering and/or automation. So, once you have re-engineered a process…
By Iain Daws
In part one of this blog series we asked if now is the time for departments and agencies, who may have been pursuing their own intelligent service projects, to come back together to achieve the 1 + 1 = 3 effect of collective action? After all, street…
It’s been a busy summer. Fresh off its Engage Global Customer Conference at the Loews Royal Pacific Resort in Orlando, Florida, Verint announced a new industry analyst evaluation, solutions honor and series of customer wins, reinforcing that customer…
Verint launched its gamification solution as part of its customer engagement optimization suite back in 2013. The solution can help organizations improve employee engagement and performance by increasing motivation to learn new skills or knowledge, or…
No doubt you’ve heard a few things about artificial intelligence (AI)—what it can potentially offer to organizations and how it may even permanently change the business landscape. People who engage customers every day want to know this: How can artificial…
CRMXchange Roundtable: Best Practices in Workforce Management July 11; Online Webinar Jenni Palocsik, senior director, solutions marketing, will present “Best Practices in Workforce Management” at 2 p.m. ET. Organizations need to be able to react…
In the first blog in this series , we discussed how organizations can help optimize the impact and scalability of their corporate Lean and Six Sigma teams. In this blog we’ll be addressing how these teams can prioritize processes for re-engineering…
You talk, we listen. The latest enhancements to the Verint Employee Engagement and Engagement Channels suites are based on feedback from our customers and the changing needs of the marketplace. Following are three customer examples of where these advancements…