By Verint Connect Member
In my previous blog I discussed the importance of your customers trusting you with their information. While they do want you to tailor your service to their preferences—as we all know—they also want you to keep their personal data secure in the process…
By David Moody
A new report by Forrester Research, titled Transform Government from the Outside In , states that “governments should run more like businesses.” One area where local and federal governments can follow the lead of their private sector brethren is with…
By Verint Connect Member
Whether transactional or holistic, journey maps need customer data to be relevant and credible. In last month’s article , I discussed how to get the most from customer journey maps and how to make them work for your organization. Many of you asked for…
There has been much said recently about digital disruption and the exponential growth in the use of digital means of interaction between consumers and organizations. Rightly so! Facebook itself has approximately 1.8 billion users and almost all consumers…
By Brian Koma
What is an improvement in a company’s customer experience worth in dollars and cents? Customer experience (CX) professionals frequently encounter this question. In fact a recent Forrester Research survey found that 50% can’t answer it. 1
Chief Customer Office Melbourne April 4-5; Melbourne, Australia Verint’s Martyn Riddle, marketing director, Asia Pacific region, will present “The Contact Centre: Your Secret Weapon in Delivering Exemplary Customer Experiences” at 10:25 a.m. AEDT…
From self-driving cars to services such as Amazon Alexa, great strides are being made to offer technology to help make our day-to-day lives easier. It’s not a huge leap to consider how software robots might soon be found in the workplace, helping human…
By Cameron Hissey – Director, Product Strategy
It only takes a quick look around your surroundings to see that the world has changed. Every head is buried in a phone—and apps and bots are used to do everything from hiring a car to dimming the lights. Millennials, now the largest population segment…
By Verint Connect Member
Just upgrading a touchpoint is so 2016. Comparing current and desired experiences is a good foundation for a CX plan. Much has been written about how to develop a customer journey map. It’s a popular topic, and many professionals across different experience…
No doubt contact center executives have a great deal to occupy their thoughts day and night. To execs who are hoping for a better night’s sleep—good news awaits you. It is quite likely that a solution to help reduce your operational headaches may be…
Have you or someone within your organization used Verint software—including Contact Solutions, Telligent, Adtech and OpinionLab—to optimize customer engagement? Has this person helped increase customer satisfaction, build customer loyalty, drive revenue…
By Verint Connect Member
If you’re part of an organization in today’s complex and competitive world, is it better to be trusted or loved? While it’s likely true that almost every organization wants to be loved, it’s fairly tough to keep your customers if you aren’t trusted…
What’s the employee sophomore slump? According to CIO.com writer Sarah K. White in her article, “ How to use gamification to improve employee engagement ,” it’s when “the high of a new job wears off” and the job has “lost its glamour and that excitement…
An innovative prescription benefit management leader was filling almost two billion prescriptions annually but lacked the tools and data to provide visibility into performance and enable more accurate data. The company brought in Verint Enterprise Workforce…
By Verint Connect Member
Is your organization struggling to achieve its performance goals due to operational silos? If so, you’re not alone. I see this time after time across industries and company cultures. Data, systems and processes differ from group to group. Wouldn’t…
The Intelligent Contact Center meets customers when and where they are, providing connected service on a variety of channels. So, what does this actually look like in practice—and how can you get started to provide intelligent service to your customers…
By Verint Connect Member
What a difference 18 months make. Telligent became part of the Verint family in August 2015, and this May will mark our second Engage Global Customer Conference . As users of our Community solutions join to share best practices, success stories and…
By Verint Connect Member
Do your customers know you are really listening to them? These days it’s more important than ever that organizations respond in a timely manner to their customers’ concerns and ideas. It's quite likely that customer surveys have provided a valuable…
Chief Data and Analytics Officer March 6-8; Sydney, Australia Verint’s Belinda Haden, head of customer analytics, Asia Pacific, will present “Discussion Group: Operationalizing Analytics to Drive Value” on March 7 at 2:30 p.m. AEDT. Haden will share…
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