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…
Recently, Aberdeen Group and Verint recorded a webcast on the Next-Generation Back Office: Satisfy Customers & Drive Efficiency . Aberdeen research found that errors and delays in back-office processing were the number two cause of customer dissatisfaction…
By Paul Stockford, Chief Analyst, Saddletree Research
In my previous blog post , I discussed the rise to prominence of employee engagement in today’s contact center industry. As a reminder, 82 percent of participants in Saddletree Research’s recent survey of end-users ranked employee engagement as a highly…
In this fast-paced world we live in, it is becoming increasingly more important to be able to perform our jobs on-the-go or in less traditional settings. Advancements in technology have enabled us as a society to meet these demands, and in some cases…
By Verint Connect Member
Despite always evolving customer preferences in how to share feedback with organizations, surveys continue to be valuable. However, they must keep up with the times. Verint recently conducted a global survey that took an intensive look at how consumers…
By Verint Connect Member
In the customer service environment, knowledge management (KM) is the systematic management of an organization's information assets, including the efficient handling and distribution of information and data resources residing within, and often outside…
Bank branches have gradually evolved over the last decade. In lieu of the traditional brick-and-mortar design with designated teller lines, sales and lobby areas, many banks are transitioning their branches into newer formats to modernize and meet market…
One of the leading industrial solutions providers in the United States and a longtime Verint customer, MSC Industrial Supply Co. was interested in how it could improve productivity, enhance the customer experience, and keep operating costs down through…
By Verint Connect Member
Mini-journey mapping and other employee/customer engagement strategies can help make your next conference the best one yet. Customer conferences provide a wealth of opportunities for companies to build long-lasting relationships with customers, but…
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