When a customer walks into your branch, they may have a simple transaction to complete, or be interested in learning more about getting a mortgage. Whatever the reason that prompted them to visit a physical location, today’s consumer expects that their…
By Verint Connect Member
Are you helping your organization drive toward the Next Big Thing? In Ryan Hollenbeck’s recent blog called Trends Worthy of Your Attention in 2016 he discusses how a new market called “Customer Engagement Optimization” continues to emerge from the convergence…
By David Moody
Now that I’ve graded my performance on my predictions for government and public sector customer service in 2015, it’s time for my Top 5 predictions for 2016. Enjoy! 1. Digital First Software Rationalization 2015 was meant to be a year of optimism…
By Verint Connect Member
It’s a New Year and time to look at new ways to engage with your customers … new ways to connect users, exchange ideas, solve problems and share best practices. It’s also a great time to get to know your customers better. And why not start with a customer…
By Paul Stockford, Chief Analyst, Saddletree Research
Thrilled about her recent promotion, Andrea rewarded herself with a trip to Italy. She enjoyed Rome’s marvelous museums and cathedrals but her real fascination was shopping . While visiting the famous shops on Via Cola di Rienzo, she received an alert…
By Verint Connect Member
More than ever before, the lines between B2B and B2C are blurring when it comes to customer experience. I see this every day and recently wrote for Loyalty 360 that we’re all driven by the same emotional connection and engagement—both for personal consumption…
By David Moody
Almost a year ago, I made some predictions for what would take place in government and public sector customer service in 2015. Now that we have moved into 2016, it’s time to take a look at how I did. I’ll review each prediction and give it a grade (on…
By Verint Connect Member
Over the past couple of months, I’ve been reading quite a few articles on 2016 predictions. Many of the write-ups speak to important topics: digital first, cloud, mobile, predictive, knowledge management, self-service, customer journey mapping and more…
We’ve all learned about Charles Darwin’s studies on evolution, and heard examples of species that are now extinct because they didn’t learn how to adapt to environmental changes. The same lesson can be applied to branches (the species) in the context…
Forrester Research recently recognized Verint as a Leader in The Forrester Wave™: Customer Service Solutions for Enterprise Organizations , Q4 2015 report. Naturally, we’re pleased to be recognized for what we believe is our hard work in making the customer…
BAI Webinar on Fraud / CyberSecurity January 14; Online Webinar Verint’s Steve Williams, vice president and global practice leader, identity analytics, will present “Fraud and Cybersecurity Challenges in the Payments World Today” at 2 p.m. ET. Fraud…
By Verint Connect Member
It has been quite a year in the technology sector. For those of us focused on customer-centric technologies, we’ve had to cover a broad set of topics: Digital disruption, the Internet of Things, mobile, cloud, analytics, security, customer experience…
At Verint, we greatly appreciate our customers and partners and wish everyone safe and restful holidays. We look forward to a fantastic 2016!
By Paul Stockford, Chief Analyst, Saddletree Research
This is the time of year that many of us start to wonder what the year ahead holds for the contact center industry. This year, instead of wondering, pondering, guessing and speculating about what could happen in 2016, we decided to take a more scientific…
By Verint Connect Member
Reflecting back on 2015, one thing is clear: Customer engagement took center stage. We read about it from industry thought leaders. We heard about it first-hand from customers at our Engage ™ events all over the world. And, we saw it all over the media…
Verint has been in the forefront of Workforce Optimization (WFO) for well over a decade. As pioneers in the space that brought together the core pillars of Workforce Management, Call Recording and Quality Management, we have seen—and helped drive—change…
By Verint Connect Member
This past week we held a webinar with Jeremy Cox from Ovum to review some research of more than 18,000 global consumers. Jeremy did a great job walking us through the data and laying out many of the aspects of customer engagement that organizations…
By Verint Connect Member
We all know that today’s customers have higher expectations than ever before. As highlighted in my recent Dataquest feature , the proliferation of the multi-device, omnichannel culture has made it more difficult than ever for organizations to manage…
By Verint Connect Member
Managers and executives responsible for the back-office, the non-customer facing area of an organization that processes the goods and service requests of its customers, have been overlooked for a long time. There are no industry associations for back…
With the year drawing to an end, your organization may be in high gear, planning goals and strategies for 2016. Most people are looking for fresh ideas to engage customers more effectively. Learning from others who want to share their insights? That…
In a recent feature, Banking Exchange examined the delicate balance that financial institutions must strike between correctly identifying their phone customers and keeping them satisfied by avoiding long authentication processes. In today’s fast-paced…
As most of us know, these are rapidly changing—and quite challenging—times for bank branches. Finding new approaches to doing business with their customers is now a top priority for banks who want to succeed in the long run. We recently sat down with…
Transec UK ; December 2-3; Olympia London, United Kingdom Verint’s Ian Graham, vice president and United Kingdom country manager, will present “Reactive to Proactive Security with Advanced Situational Awareness” at 4:20 p.m. GMT on December 2. Topics…
By Verint Connect Member
Enterprise feedback management (EFM) is an essential function that all organizations should perform, regardless of their line of business. While there are a number of applications that can provide an understanding of customer needs and wants, the simplest…
By Verint Connect Member
More and more, gamification is becoming an important part of organizations’ employee engagement efforts. They are finding its value related to coaching, performance management, change management and other elements of everyday work. Gamification is…
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