By Verint Connect Member
With organisations continuing to face a tough economy and mounting competition, an increasing number of companies are taking action by fostering customer-centric cultures. The focus is on gathering, analysing and acting on the voice of the customer (VoC…
By Verint Connect Member
Small community banking organisations are starting to think about how they can set themselves apart from the corporate giants and place themselves at the heart of the communities they support. Banking organisations in general face huge public scrutiny…
By Verint Connect Member
In physics, the Uncertainty Principle says, in its simplest form, that one cannot look at something without affecting it. Since that applies only to subatomic particles, it doesn’t make much sense in the real world. However, to customer feedback professionals…
By Verint Connect Member
In a society with a double penchant for up-to-the-minute news and personal publicity, Twitter is the perfect medium of communication for many. Its 120 million active users range from pop stars to President Obama to Stephen Fry to just about anyone you…
By Verint Connect Member
‘Industrialisation Initiative’ is not a phrase calculated to stir excitement in the hearts of creative types and those with a love of individualism in business. Thankfully, the Initiative does not refer to the latest economic plan of some far-flung political…
By Verint Connect Member
One of the biggest challenges faced by organisations today is that of listening to their customers across multiple channels. This video highlights the challenges organisations face in capturing feedback from all channels and how by not listening to the…
By Verint Connect Member
Scientists scrutinising the skies for signs of extra-terrestrial life have proposed a new device which may help find the answer to this perennial mystery. Looking at planets outside the solar system with a normal telescope – even a giant space telescope…
By Verint Connect Member
Looking across the pond, our colleagues in the US have posted a fascinating article examining the past 18 months and what could arguably be called ‘The Time of Big Data’.
Many might say that innovation and banks don’t fit into the same category. Although retail banks are traditionally fairly conservative--their highly regulated industry makes them pretty “risk averse” when it comes to trying out new technology--several…
By Verint Connect Member
Social networking has changed the way brands interact with consumers, allowing organisations to engage with their fans, shape their customer experience and benefit from peer influence. More importantly however, a recent study by comScore revealed that…
By Verint Connect Member
A Voice of the Customer programme is the process used for capturing customers’ expectations, preferences and experiences, with the goal of linking them to business metrics. It is one of those business initiatives that looks fabulous when judged by the…
By Verint Connect Member
Of course, businesses should listen to their customers. But customer feedback may not always be as reliable as you might think. I recently explored this debate on Management Today, outlining the top ten reasons why the customer isn’t always right. You…
By Verint Connect Member
We’ve written before on this blog about the Power of Like – in particular the potential of the Like button to further consumers’ engagement with your brand on Facebook. Facebook has recently explored the integrity of a Like in this announcement, highlighting…
By Verint Connect Member
With the universal banking model being an accepted fact of life for the UK’s ‘Big Four’ banks, these institutions have struggled to shake off the taint of association with their investment arms, whose vilification in the press has led to a catastrophic…
By Verint Connect Member
In the current competitive landscape the customer experience is not only key to retaining a loyal customer base, but also to ensure your customers don’t damage brand reputation by voicing any negative experiences through public social media channels.
By Verint Connect Member
When it comes to understanding your customer, organisations have the onerous task of managing the multiple platforms and streams of insight that customers post, tweet, blog and of course, call through to the contact centre. But what sits behind the customer…
By Verint Connect Member
It’s hard to think of a topic that has caused more debate in financial market compliance circles over the past 15 months than the introduction of mobile phone recording. Some have seen it as technologically impractical and financially burdensome. A number…
By Verint Connect Member
Over the past two decades retail banks have widened access for their customers by encouraging consumers to move out of the branch to lower-cost channels, such as ATMs, contact centres and the web. Yet when consumers wish to make a financial product purchase…
By Verint Connect Member
We’ve always been advocates of customer service and are true believers that providing customers with a positive experience does impact your bottom line. There are many examples of organisations we’ve worked with, which reaffirms our position, but the…
By Verint Connect Member
Alior bank is viewed as one of the most innovative financial institutions in Poland. For example, you don’t have to sign paperwork in triplicate as customers sign documents electronically on tablets. Last year this was taken one step further, when Alior…
By Verint Connect Member
It is hard to think of a topic that has caused more debate in financial market compliance circles over the past 15 months than the introduction of mobile phone recording. Some have seen it as technologically impractical and financially burdensome. A number…
By Verint Connect Member
The world of customer service is evolving. Understanding the next generation of consumers must be a priority for service providers to retain and generate loyal customers, healthy profit margins and crucially, positive coverage on social media channels…
By Verint Connect Member
The economic news of 2012 focused on the UK Government’s work to reduce the deficit and put public finances on a more stable footing. An austerity drive and clamp-downs on tax evasion were the key prongs of its strategy. So it was surprising to review…
By Verint Connect Member
This week, Verint is participating in the IFSEC International conference at the NEC in Birmingham. On May 14, Verint's Peter Weller, a pre-sales consultant, presented the session titled "Constant Innovation in Security." The presentation looked at how…
By Verint Connect Member
Last month I had the opportunity to present at the Process Excellence (PEX) event in London. My talk focused on unveiling the vital role software can play to monitor employee effectiveness and efficiency. By combining a number of case studies, common…
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