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By Verint Connect Member
As a speaker at a recent Healthcare Strategy Forum, it was my great pleasure to converse with a broad cross-section of the U.K. National Health Service (NHS) community. What was evident is the stress on these organizations from the competing factors of…
By Daniel Ziv
How to best analyze and understand customer calls in order to serve customers better and help keep them loyal is an ongoing challenge for organizations. Verint has made that easier with its cutting-edge advancements to the Verint Speech Analytics™ solution…
By Verint Connect Member
Verint completed our most successful global customer conference ever this summer, with more than 1,000 customers and partners joining us in Las Vegas, Nevada. Following this conference, I attended the Glastonbury festival in the U.K., one of the largest…
By Paul Stockford, Chief Analyst, Saddletree Research
In my previous post about Verint's Engage 2015 global customer conference, I summarized session observations and attendee conversations related to speech analytics. Here, in part two of this blog series, we’ll take a look at the session I co-presented…
Customer journey mapping is growing increasingly popular as a way to gain powerful insights into customer behavior. Verint’s Nancy Porte, vice president, global customer experience, spoke to 1to1 Media recently about the evolution of journey mapping…
By Paul Stockford, Chief Analyst, Saddletree Research
For the first time in my life, I actually enjoyed a trip to Las Vegas. I’ve been to Las Vegas many times over the years, and it didn’t take me long to learn that I don’t seem to have much luck there. I’m simply not a gambler. I’m no good at it, I get…
By Verint Connect Member
Can caller verification really become “frictionless”? Spending 45 seconds answering security questions is friction that can turn off customers and add to agent handle time. To aid in the reduction of friction and cost, mining phone calls for actionable…
By David Moody
The U.K. government has been delivering on its Government as a Platform initiative for the past few years. But what exactly is it? The official definition is "Government as a Platform is a new vision for digital government; a common core infrastructure…
By Verint Connect Member
Part one of this blog series introduced the lesser known benefits of gamification. In this post, we’ll explore how gamification can actually help create happier, more engaged employees. Employers are looking for ways to create more satisfied employees…
By Verint Connect Member
Recently at our Engage global customer conference in Las Vegas, we decided to try something new. We took our conference guests on what we called “The Verint Customer Experience Journey,” where we gave our customers full access to the documented journey…
Recent research has highlighted the enormous impact that people in organizations can have on customers. Engaged employees are at the heart of every thriving business and every customer-centric initiative. For all the (welcome and needed) advances in self…
By David Moody
Local governments are generally not considered “early adopters” when it comes to technology. Citizens tend to be the ones who use the latest technology, then almost have to force local governments and agencies to finally begin using it. But, government…
By Verint Connect Member
Most people, when asked, will say that gamification is about using badges and points—and that employees will compete against each other to get the best result. Competition-driven gamification is indeed the crux of conventional wisdom about gamification…
By Verint Connect Member
The forces of digital disruption and the shifting work styles of young employees are pressuring organizations to become increasingly responsive to both customers’ and employees’ needs. With all the talk about “outside in” and “customer centricity,” it…
By Keith Dawson - Practice Leader, Customer Engagement, Ovum
In a recent survey by Ovum, executives were asked to describe the primary objectives of the back-office areas within their businesses. ( Click here to download the Ovum report .) They had two primary concerns: execute work at the lowest cost and improve…
By now, we probably all recognize that the nature of banking is changing fairly dramatically. Routine transactions are shifting away from the branch as digital channels grow in popularity, thus reducing branch visits—and more significantly for banks—reducing…
By David Moody
As I mentioned in my previous blog , Verint recently wrapped up its annual global customer conference, Engage. The event took place in Las Vegas, and gave us an opportunity to collaborate with a few of our North American customers who shared their Verint…
By David Moody
Verint recently wrapped up its annual global customer conference, Engage. The event took place in Las Vegas and gave us an opportunity to collaborate with a few of our North American customers who shared their Verint stories with the press. Their stories…
By Verint Connect Member
In our increasingly competitive world, an organization cannot be faulted for wanting a return on what it invests in. However, issues can start to arise when processes are only viewed through this lens—and not the one the customer sees through. Are you…
By Verint Connect Member
Verint took part in Forrester’s Forum for Customer Experience Professionals in New York City over the past two days. Objectives of the conference included offering attendees a comprehensive look at how to help improve customer experience quality and increase…
By Verint Connect Member
I have some great news—the survey is not dead. In fact, it is still a crucial part of many organizations’ customer feedback strategies. I have recently spoken with a variety of organizations that tell me they use survey results to help train their customer…
By Verint Connect Member
Earlier this month, I attended the Digital Transformation Executive Dinner presented by IDC in London. During that event, IDC’s Lionel Lamy, Associate Vice President, European Services, mentioned a startling statistic during his presentation titled “IoT…
Customer and partner activities continued this week during the Verint ® Engage ™ 2015 Global Customer Conference at the Paris Las Vegas Hotel in Nevada. (Click here for a look back at the event kick-off.) Moving into day three, attendees kicked off…
Customers and partners have gathered from around the world for the Verint ® Engage ™ 2015 global customer conference at the Paris Las Vegas Hotel in Nevada. This week, attendees representing 15 countries and more than 20 industries are taking part in…
Part one of this blog series discussed keeping your data story simple by applying the ARC approach: Actionable, Relevant, and Consumable. I’ll now highlight the importance of understanding the push-pull impact on your data. While Sir Isaac Newton predates…