By Verint Connect Member
More and more consumers are turning to communities to seek insights about products, services, support and other topics of interest. As they continue to seek perspectives from their peers before making decisions, the importance of social communities continues…
By Dan Latimore - Banking Senior Vice President, Celent
“Digital” is critical in financial services, but defining the term is difficult. At Celent, we believe that digital requires a structural change in the financial institution. Our framework illustrated below makes it easier. Digital in banking begins…
By Verint Connect Member
Two years ago when my organization began developing and formalizing our CX program, the charter included the following key focus areas: Driving a consistent customer experience across the business with the goal of increasing customer loyalty. Gathering…
By Verint Connect Member
I’m sure by now many of you are aware of the recent social media event involving a picture of a dress. You may remember that dress —the one that triggered a social media debate over its colors. Some of us saw the dress as blue and black, while others…
In a recent feature, Speech Technology spotlighted Verint’s announcement that it has released the Verint Identity Authentication and Fraud Detection solution to provide a faster and more seamless approach to customer authentication. According to Verint…
By Verint Connect Member
Your organization works hard to collect customer experience data in the constant quest to earn customer loyalty. Have you consistently collected this data but then struggled to translate the resulting insights into long-term advantage? This challenge…
By Verint Connect Member
In cities around the world, traffic safety is a continuous challenge. According to The Christian Science Monitor , almost 1.2 billion vehicles are on the road; and as noted by CNBC , an additional 2.6 automobiles are sold every second . It’s no wonder…
By John Chmaj
Knowledge management has come of age. Organizations in every area of the marketplace are building and leveraging knowledge tools to help empower their customers, their employees and their business. The business value in reducing training costs, driving…
Summer School August 4-27; Webinar Series Verint experts will deliver 12 interactive webinars in August on effective ways to improve the customer experience. Designed for IT, Customer Service and Operations professionals, the webinars will examine…
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…
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