By Verint Connect Member
Customer experience requires funding and funding requires a strong business case. So how do you draw a direct connection between your efforts and the business resources needed to sustain them? Whether you are a seasoned practitioner or a relative newcomer…
With the speed of doing business increasing at a pace unheard of just five years ago, today’s organizations want to do some things in real time. While speech analytics has become widely used across a wide variety of industries, customers who rely on…
By Verint Connect Member
A Look at What Works and Why Wisdom gained from customer experience (CX) programs tells us that organizations have to earn the right to do business with each of their customers. No longer can it be assumed that today’s customers will be tomorrow’s customers…
Personalization has become a cornerstone for building brand loyalty today. Customers are demanding a much more individualized approach to customer service than ever before—and they want it fast.
Squiz Summit September 8; Sydney, Australia Verint’s David Moody, vice president and global practice leader, government and public sector, will present “1+1=WOW: The Benefits of Bringing Together Technologies That Were Made for Each Other” at 2:15…
By Verint Connect Member
As I discussed in last month’s blog Creating a Customer-Centric Culture , the president of a division of a Fortune 500 utility company drives her organization’s customer engagement optimization strategy by incorporating a combination of business and workforce…
By Verint Connect Member
Does it feel like déjà vu every time you read another article predicting the death of the bank branch? There’s no denying that smartphone apps and online banking have had an effect on the bank branch—and yes, consumers are moving to digital channels…
By Verint Connect Member
We all want to see constant improvement, but what do you do when customer satisfaction flat lines? The dreaded customer satisfaction (CSAT) plateau. It happens to every organization. After beginning our customer experience program, we enjoyed watching…
By John Chmaj
Have customer service issues become more complex in your organization? Has the rise in self-service meant that only the most challenging questions enter your contact center? Have these challenges led to long calls and inconsistent results? Knowledge…
Verint’s Ryan Hollenbeck, senior vice president, global marketing, recently spoke with Blair Pleasant of UCStrategies about the role actionable intelligence and customer engagement optimization play in creating loyal, long-term customers.
By Verint Connect Member
Success with today’s customers requires a great customer experience. And creating a great customer experience requires funding—which requires a strong business case. That should be simple enough, right? You spend some time masterfully outlining how…
By Verint Connect Member
Popularized ROI examples from Customer Experience (CX) programs tout improvements made at the department level, typically representing quick wins with significant ROI for minimal investment. Changing the design of the bill or invoice to reduce customer…
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