By Verint Connect Member
John’s cell phone has started making a constant buzzing noise and the battery is draining quickly. An internet search brings up some information from a third party website for cell phone enthusiasts. At their advice, he uninstalls a particular app and…
By Verint Connect Member
Are you engaged in a customer engagement optimization initiative that you feel has the potential for broad impact at your organization? Are you working on an automation or robotics project where you wish you could have just one more round of funding…
DestinationCRM.com recently spotlighted Verint’s announcement that it has significantly updated its Enterprise Workforce Optimization suite, which includes major enhancements to mobile apps, an omnichannel recording platform, and embedded real-time analytics…
By Paul Stockford, Chief Analyst, Saddletree Research
I don’t think I’ll surprise anyone by saying that, as an industry, we sometimes tend to get a bit ahead of ourselves. Vendors try to offer products to a market that’s not ready for them, and buyers may postpone purchases of solutions today in favor…
By Verint Connect Member
You probably know that online communities are growing in popularity and offer a variety of benefits. As a CX professional, I like the idea of communities. And speaking for the company I work for and its nearly two-year-old social community, I can testify…
As fraudsters become more and more sophisticated, contact centers need to equip themselves with every advantage to outsmart them. At the same time, they have to protect the customer experience so that legitimate callers do not have to endure an authentication…
Announced this week, this suite now offers wide-ranging enhancements that enable organizations to interact with customers across many different channels. These enhancements include a consolidated platform for recording calls, texts, Skype audio, chat…
In previous blogs, my colleagues and I have written extensively about Verint Knowledge Management solutions and how to maximize the value of your knowledge management solution. Knowledge management offers tremendous benefits around the speed, quality…
By Paul Stockford, Chief Analyst, Saddletree Research
If yours is among the growing number of companies that have embraced customer engagement as a business strategy, you may be wondering, “Should we be doing something differently than before?” The short answer is yes and no—and importantly, you should…
As the world leader in serving science—with a mission to enable its customers to make the world healthier, cleaner and safer—Thermo Fisher Scientific was challenged by too many survey platforms, which, in turn, made valuable survey data more difficult…
Verint is pleased to be a finalist in the 2017 Digital Innovation Awards by Ventana Research in the Customer Excellence category for Verint Digital Feedback Management. Digital Feedback Management is part of the company’s Voice of the Customer (VoC…
By Verint Connect Member
This week we celebrate National Customer Service Week—and today we celebrate CX Day. However, what we’re really celebrating is our customers trusting us every day with their business. We’re thankful for the confidence that you have instilled in us…
CRMXchange Roundtable Webinar October 12; Webinar Verint’s Kelly Koelliker, director, global solutions marketing, will present “Innovations and Trends in Customer Service” at 2 p.m. ET. This session will explore the expectations of today’s consumers…
By Verint Connect Member
Senior executives ‘walk the walk’ in firms that are truly customer-centric. How can you make it happen? Senior executive buy-in is high on the list of ingredients for successful customer experience (CX) programs. In a previous column , I wrote about…
By Damian Smith
Again, this month we hear of another data breach that will impact approximately 143 million Americans, exposing personal consumer Social Security numbers, birth dates, addresses and driver’s license numbers. The major impact is that the security of…
Website design is something many companies wrestle with—if you ask ten people, you’ll get ten opinions. However, when you make it easy for your customers to offer their insights, you get the feedback you need the most. OpinionLab’s Tim Whiting shares…
By Verint Connect Member
In my last post , I reflected on my vacation to the Galapagos and my thoughts on how customer experience programs needed to evolve similarly to how various endemic species of the Galapagos were required to in order to survive. Building on that comparison…
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