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CX Sydney 2017 May 9; Sydney, Australia Verint’s Martyn Riddle, marketing director, Asia Pacific region, will present as part of a panel called “Customer-Obsessed Game Changers” at this Forrester event at 2:50 p.m. AEST. Attendees will hear from a…
This week, large city and county CIOs and CTOs came together at the Government Technology (GovTech) Digital Communities Large City/County Fly-In in Washington, D.C. Just like their commercial counterparts, government agencies are trying to handle the…
By Verint Connect Member
Earlier this week Verint took part in the Customer Contact East: Frost & Sullivan Executive MindXchange in Fort Lauderdale, Florida. Primary themes during the conference included: Digital Transformation Is Ushering in an Era of Unprecedented Change…
By Verint Connect Member
In my last post , I said listening to customers and capturing feedback across all channels is a crucial step to delivering great customer experiences in today’s omnichannel world. I’ve noticed a growing school of thought in the digital world that merely…
By Paul Stockford, Chief Analyst, Saddletree Research
The pendulum is rapidly shifting from what used to be known as customer service to the more proactive model of customer engagement. Engaged customers share the following traits: Advocate for the brand: They share positive views with friends, family…
This large, leading private education provider offers professional development and educational programs and services to working adults. The company needed a way to increase the efficiency of their financial services and admissions offices with the goals…
Gamification, the application of gaming mechanics to motivate a specific behavior, is no longer a buzzword according to Tim Bradshaw, correspondent for the Financial Times in his recent article, “Pokémon Go Shows Gamification Is Far from Dead.” 1 The…
It’s no secret that consumers are growing more demanding, not less. Challenged by the growing customer preference for digital and the need to manage costs, organizations that succeed long-term will need to work hard to strike the right balance between…
By Brian Koma
Businesses around the world are aggressively driving as many customer interactions as possible to digital channels (web, mobile web and mobile apps) because it helps lower the cost of doing business—and because customers are demanding it. In fact, a…
By Verint Connect Member
Ensuring front-line employees are ambassadors for your CX program takes creativity, hard work, and—speaking for my company, at least—an ongoing commitment to find fresh, new ways to extend the CX culture throughout the organization. Are the people in…
Is your organization still plagued with operational silos? Are you chained to outdated legacy systems? Is meeting customer demand and expectations the focus of just the front office, or your entire company? If you answered yes to any of these questions…
By Verint Connect Member
In my previous blog I discussed the importance of your customers trusting you with their information. While they do want you to tailor your service to their preferences—as we all know—they also want you to keep their personal data secure in the process…
By David Moody
A new report by Forrester Research, titled Transform Government from the Outside In , states that “governments should run more like businesses.” One area where local and federal governments can follow the lead of their private sector brethren is with…
By Verint Connect Member
Whether transactional or holistic, journey maps need customer data to be relevant and credible. In last month’s article , I discussed how to get the most from customer journey maps and how to make them work for your organization. Many of you asked for…
There has been much said recently about digital disruption and the exponential growth in the use of digital means of interaction between consumers and organizations. Rightly so! Facebook itself has approximately 1.8 billion users and almost all consumers…
By Brian Koma
What is an improvement in a company’s customer experience worth in dollars and cents? Customer experience (CX) professionals frequently encounter this question. In fact a recent Forrester Research survey found that 50% can’t answer it. 1
Chief Customer Office Melbourne April 4-5; Melbourne, Australia Verint’s Martyn Riddle, marketing director, Asia Pacific region, will present “The Contact Centre: Your Secret Weapon in Delivering Exemplary Customer Experiences” at 10:25 a.m. AEDT…
From self-driving cars to services such as Amazon Alexa, great strides are being made to offer technology to help make our day-to-day lives easier. It’s not a huge leap to consider how software robots might soon be found in the workplace, helping human…
By Cameron Hissey – Director, Product Strategy
It only takes a quick look around your surroundings to see that the world has changed. Every head is buried in a phone—and apps and bots are used to do everything from hiring a car to dimming the lights. Millennials, now the largest population segment…
By Verint Connect Member
Just upgrading a touchpoint is so 2016. Comparing current and desired experiences is a good foundation for a CX plan. Much has been written about how to develop a customer journey map. It’s a popular topic, and many professionals across different experience…
No doubt contact center executives have a great deal to occupy their thoughts day and night. To execs who are hoping for a better night’s sleep—good news awaits you. It is quite likely that a solution to help reduce your operational headaches may be…
Have you or someone within your organization used Verint software—including Contact Solutions, Telligent, Adtech and OpinionLab—to optimize customer engagement? Has this person helped increase customer satisfaction, build customer loyalty, drive revenue…
By Verint Connect Member
If you’re part of an organization in today’s complex and competitive world, is it better to be trusted or loved? While it’s likely true that almost every organization wants to be loved, it’s fairly tough to keep your customers if you aren’t trusted…
What’s the employee sophomore slump? According to CIO.com writer Sarah K. White in her article, “ How to use gamification to improve employee engagement ,” it’s when “the high of a new job wears off” and the job has “lost its glamour and that excitement…
An innovative prescription benefit management leader was filling almost two billion prescriptions annually but lacked the tools and data to provide visibility into performance and enable more accurate data. The company brought in Verint Enterprise Workforce…