Last week, I traveled to Las Vegas for the annual BAI Retail Delivery conference, and spoke with numerous retail banking executives during breakout sessions as well as in the expo hall. The keynote session by ABC’s Shark Tank ’s Barbara Corcoran and…
By Verint Connect Member
October really has become a focal point all over the world for customer experience. If you travel quite a bit globally, you see it in airports, hotels and signage everywhere. Why all of the buzz around customer experience this month? A lot of it has to…
By Verint Connect Member
Today, the care center experience can set companies apart. ATB Financial, a leading Canadian financial institution, is harnessing out-of-the-box thinking and culture, combined with workforce optimization and customer analytics, to help create unique and…
By Verint Connect Member
Digital disruption is here to stay—as are expectations of near instantaneous answers and action. So, navigating digital disruption is forcing organizations to be more focused and responsive to the needs of customers than ever before. With infinitely…
Whether it’s a phone conversation with an insurer, a live chat with the cable company, or a conversation at your bank branch, there are really just two fundamental things a customer wants: better outcomes and less effort. Better Outcomes The goal…
By Jerry Silva - Global Banking Research Director, IDC
One of the most often-used phrases in financial services technology today is "enterprise infrastructure." In recent discussions with IT executives, I've heard them speak of "enterprise data architecture," "enterprise risk management," and so on. The phrase…
By Verint Connect Member
In cities around the globe, police officers and public safety officials work to ensure the safety of millions of residents—a prospect that must often feel daunting. Consider the fact that one of the world’s largest municipal police forces—New York City…
By Daniel Ziv
We’ve probably all heard that context is king. In the realm of understanding customer needs in an increasingly complex world, the importance of this phrase cannot be underestimated. Are you mining the wealth of data in customer analytics to improve your…
By Verint Connect Member
All week, we at Verint and many of you have been celebrating National Customer Service Week. This week-long event spotlights how great customer service is the foundation of successful companies. We honor and thank the professionals on the frontlines who…
By Verint Connect Member
I always find it interesting when people fight the inevitable. I live and work in the Washington D.C. area and fly out of Washington Dulles often. Like most in the tech industry, I use Uber or Lyft to get to and from the airport. It is convenient, reliable…
By John Chmaj
In previous posts we’ve examined the value of effective knowledge management (KM) on customers and on the organization . What about employees? Does it matter whether they have a knowledge base or not? Are there specific identifiable drivers of value for…
By Verint Connect Member
Customer Service Week is one of my favorite celebrations of the year! It gives us the opportunity to show our pride in our customer service professionals. If you are like me, there are many times you see an email from a customer talking about the exemplary…
Digital Disruption Demands Action - 5 Questions to Ask in the New Workforce Reality October 13; Auscontact Association Webinar Scott Hays, vice president, solutions marketing, will join Fiona Keough at noon AEDT to discuss how the forces of digital…
By Bob Meara - Senior Analyst, Celent
Branch channel transformation is a complex and expensive undertaking. For all its complexity, however, there are at least two certainties. Namely that 1) it’s no longer optional, and 2) there is no single blueprint. It’s the rich diversity in approaches…
By Verint Connect Member
Is there a better way to authenticate callers than by asking security questions? Contact centers today find that security questions frustrate customers and don’t stop professional fraudsters armed with stolen data from cyber breaches. The answer to…
By Verint Connect Member
There’s a lot of talk about “the Millennials” these days—how they live and work and interact in a digitally disrupted world. As a Sociology major, I find it fascinating. As a 55-year-old high-tech professional, I find it nauseating. Like I don’t use a…
By Verint Connect Member
As a pioneer in the industry, Verint continues to innovate Situational Awareness and Actionable Intelligence solutions, resulting in new capabilities for its customers to deal with the ever-changing face of risk related to security and public safety.…
By Brian Koma
Capturing and analyzing customer input across web, telephone, email and mobile channels can help organizations drive customer engagement optimization. But what specific approaches should you take? One of the top accounting and business consulting firms…
By Ryan Zuk
One of our customers has been named a finalist in the notable Constellation SuperNova Awards in the category of “Next Generation Customer Experience.” We are excited, and in turn we are asking you to share in the moment and vote to make them the award…
By Verint Connect Member
Recently I was reading a great article by Paul Greenberg titled “ The clarity of definition: CRM, CE and CX. Should we care ?”. As I read through the piece, which does a great job at boiling down how customers can think of these three areas, all I could…
By John Chmaj
My team recently examined the key indicators related to knowledge management enabling support—everything from increasingly leveraging knowledge on different channels to higher-quality service interactions. It’s clear enough that good KM delivers value…
Consumers today expect financial institutions to provide the products and services they need, when and how they want them. The personal connection—or relationship—between consumers and their financial institution has been largely lost as a significant…
By Paul Stockford, Chief Analyst, Saddletree Research
Verint's acquisition of Telligent, a leader in software for customer support, underscores the growing importance of customer and employee communities as an important part of customer engagement and employee collaboration. Long before the emergence of…
By Verint Connect Member
I was talking to Nancy Porte, our VP of Customer Experience after a recent webinar she did in which she discussed the intricacies of journey mapping. One of the comments/questions posted by an attendee really struck a chord with me. The comment stated…
By Jean-Marie Ubigau - Analyst, Celent
Innovation among retail banks is a slow-going, yet essential part of keeping up with market trends. Currently, Celent is conducting a series of surveys with a selected panel of banking professionals to investigate if and how branch channel transformation…
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