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Are you really listening to your customers—or are they just speaking at you? OpinionLab’s Terry Anderson shares that a surprising amount of today’s organizations may not be getting this right. Remember, today’s customers expect you to respond to them…
Who doesn’t want more insights into the customer experience? Given this has become a primary differentiator for organizations across industries, understanding it is critically important. Journey Analytics is an emerging opportunity for CX professionals…
By Iain Daws
We’ve been talking about the rise in Smart Cities for, well, it seems like forever.
By Verint Connect Member
You’ve scored big with C-level buy-in and you’re starting to engage the frontlines. Here are three strategies for ensuring middle managers are CX advocates, too. Some frontline employees are CX naturals. They have an intrinsic understanding of what…
Recently, Craig Seebach, VP, Enterprise WFO at Verint, moderated a webinar, “Creating Tremendous Results at Speed,” with Caroline Basyn, SVP, Global Business Services at Mondelez, the global snack manufacturer (Oreo and Cadbury brands to name a couple…
By Daniel Ziv
I recently spoke with Dataquest India about the growth rate for speech analytics there—I would estimate it’s at least 30% if not higher. In my view, it is becoming standard table stakes not just for the BPO market—which in many cases is being demanded…
By Brian Koma
Ok, I’ll admit it. I’m a bit of a geek. From my mobile phone I can check to see if I closed my garage door after I get to the office, determine where a package is in transit and when it will be delivered, get social-enabled driving directions to route…
By Paul Stockford, Chief Analyst, Saddletree Research
Have you noticed the number of Help Wanted signs showing up at stores, offices and factories? And the openings are not just for retail and restaurant workers. There are plenty of opportunities for professional managerial workers. Nationally, the unemployment…
By Paul Stockford, Chief Analyst, Saddletree Research
Just about everyone knows that the word “Aloha” is a Hawaiian language word that has a number of meanings. Aloha can mean “Hello” and it can mean “Goodbye.” Aloha can also mean “Love.” Not many people know, however, that the literal meaning of Aloha…
By Verint Connect Member
In today’s world, you don’t always have to call or wait on a helpline or in a chat window for a customer service agent to help you. You can immediately ask a crowd of customers, partners or customer service agents for help—online communities are open…
By Verint Connect Member
Many companies around the world use customer conferences to build strong, long-lasting relationships with customers. From registration to closing, every interaction—even the brief ones—between your customers and your employees can make a big difference…
By Verint Connect Member
As discussed in a recent blog post by Laurie Wickham, the 2017 Verint Engage Global Customer Conference took place recently in Orlando, Florida with attendees from 17 countries and a variety of industries. Attendees hosted sessions and exchanged best…
CRMXchange QA & Analytics Virtual Conference June 5-8; Online Webinar Verint’s Kristyn Emenecker, global vice president, product strategy group, will present “Quality Is a Contact Sport: Human Intelligence in an Artificial Intelligence World” on June…
Making the customer experience as convenient for customers as possible is now a high priority for most organizations. Keep it simple, and then get customers on their way. A good omnichannel approach usually helps make that happen. But here’s a question…
Activities continued this week in Orlando as part of the Verint Engage 2017 Global Customer Conference at the Loews Royal Pacific Resort. Click here for a look back at how the event opened.
The 2017 Engage Global Customer Conference in sunny Orlando, Florida has kicked off and is going strong! We are delighted to welcome users of solutions and services from Verint as well as the latest additions to our family of companies—Telligent, Contact…
By Verint Connect Member
No matter how “e” or electronic your company, your employees need to be prepared and motivated to deliver the right experiences. Operational dashboards. BYOD (bring your own device) policies and mobile apps. KPI scorecards.
By Verint Connect Member
Today’s consumers have high expectations and increasingly expect their sales and service experiences to be personalized, quick and easy across all interaction channels.
By John Chmaj and Brad Bannwart
Over the past few years, KM customers and prospects have increasingly asked Verint to help them define, deliver and measure KM value. This corresponds with a subtle shift in the customer service industry as a whole—a gradual yet significant transition…
Much attention is paid to the quality of contact center technology and memorable customer experiences to help develop long-term customers. Rightfully so—those elements of doing business are critical. However, it’s also important not to lose sight…
By Verint Connect Member
In my last blog , I explained why listening to customers can provide greater customer understanding than merely observing their behavior. Many companies seem to agree as evidenced by the number of Voice of the Customer (VoC) programs that exist and…
By Verint Connect Member
In today’s organizations, the pressure to stay competitive and produce is immense. With the day-to-day work as time-consuming as it is, some employees may need some help putting their daily tasks in the context of enterprise-wide CX strategies. That…
I’ve written before about the back office being the underdog—the unsung hero of the organization. The front office gets the kudos for delivering a great customer experience, but it’s the back-office that typically processes the work to completion. …
By Daniel Ziv
Organizations around the world are trying to find their “brand champions” to help them build their brand, increase loyalty and gain new customers. On the flip side of that is something you may have started thinking about lately: how to minimize “super…
When was the last time you thought about the journey from your customer’s perspective? Every organization has its own strengths, challenges and areas that need improvement. It’s easy to focus heavily on all of that and forget that every experience your…