It’s been an exciting week in Brazil as our own Nancy Treaster, senior vice president and general manager, strategic operations, spoke to Conarec 2015 attendees in Sao Paulo about how organizations need to raise the bar to meet evolving consumer expectations…
By Keith Dawson - Practice Leader, Customer Engagement, Ovum
Banks around the world are urgently redefining the role and value of the bank branch in response to changes in consumer channel preferences, particularly digital growth. As a result, banks are transforming how branches are used to support their customers…
Conarec 2015 September 1-2; Sao Paulo, Brazil Verint’s Nancy Treaster, senior vice president and general manager, strategic operations, will present “Transforming Customer Engagement” on September 1 at 2:30 BRT. Treaster will discuss how a changing…
By Verint Connect Member
Recently, I presented a webinar on how customer journey mapping can drive optimal business processes that impress customers and, ultimately, drive your organization! You can view the webinar here . I’ll share a few highlights. One thing we can count…
By Verint Connect Member
For more than 20 years, enterprises have downplayed the importance and contributions of their back-office operating groups. These departments are an integral component of the overall customer experience and are involved in many steps throughout the customer…
By John Chmaj
Services organizations employing strong knowledge management programs aspire to empower, delight and enhance their customers’ experience through better knowledge. But what does the customer think? Does it matter to a customer if an organization is pursuing…
By Verint Connect Member
Do your various departments operate in silos rather than coordinating efforts to engage customers and deliver outstanding experiences? If so, you’re not alone. But these silos significantly impact the customer experience and often lead to an inconsistent…
Banks are painfully aware of the urgent need to redefine the role of their branches—particularly in response to tremendous growth in consumer use of digital channels that is taking place in parallel with a significant rise in consumer expectations. Ovum…
By David Moody
It seems as if everyone has embraced today’s mobile and digital revolution. Many of us access goods and services online from practically anywhere at any time, and increasingly via a smartphone or tablet device rather than a traditional desktop computer…
By Verint Connect Member
More and more consumers are turning to communities to seek insights about products, services, support and other topics of interest. As they continue to seek perspectives from their peers before making decisions, the importance of social communities continues…
By Dan Latimore - Banking Senior Vice President, Celent
“Digital” is critical in financial services, but defining the term is difficult. At Celent, we believe that digital requires a structural change in the financial institution. Our framework illustrated below makes it easier. Digital in banking begins…
By Verint Connect Member
Two years ago when my organization began developing and formalizing our CX program, the charter included the following key focus areas: Driving a consistent customer experience across the business with the goal of increasing customer loyalty. Gathering…
By Verint Connect Member
I’m sure by now many of you are aware of the recent social media event involving a picture of a dress. You may remember that dress —the one that triggered a social media debate over its colors. Some of us saw the dress as blue and black, while others…
In a recent feature, Speech Technology spotlighted Verint’s announcement that it has released the Verint Identity Authentication and Fraud Detection solution to provide a faster and more seamless approach to customer authentication. According to Verint…
By Verint Connect Member
Your organization works hard to collect customer experience data in the constant quest to earn customer loyalty. Have you consistently collected this data but then struggled to translate the resulting insights into long-term advantage? This challenge…
By Verint Connect Member
In cities around the world, traffic safety is a continuous challenge. According to The Christian Science Monitor , almost 1.2 billion vehicles are on the road; and as noted by CNBC , an additional 2.6 automobiles are sold every second . It’s no wonder…
By John Chmaj
Knowledge management has come of age. Organizations in every area of the marketplace are building and leveraging knowledge tools to help empower their customers, their employees and their business. The business value in reducing training costs, driving…
Summer School August 4-27; Webinar Series Verint experts will deliver 12 interactive webinars in August on effective ways to improve the customer experience. Designed for IT, Customer Service and Operations professionals, the webinars will examine…
By Verint Connect Member
As a speaker at a recent Healthcare Strategy Forum, it was my great pleasure to converse with a broad cross-section of the U.K. National Health Service (NHS) community. What was evident is the stress on these organizations from the competing factors of…
By Daniel Ziv
How to best analyze and understand customer calls in order to serve customers better and help keep them loyal is an ongoing challenge for organizations. Verint has made that easier with its cutting-edge advancements to the Verint Speech Analytics™ solution…
By Verint Connect Member
Verint completed our most successful global customer conference ever this summer, with more than 1,000 customers and partners joining us in Las Vegas, Nevada. Following this conference, I attended the Glastonbury festival in the U.K., one of the largest…
By Paul Stockford, Chief Analyst, Saddletree Research
In my previous post about Verint's Engage 2015 global customer conference, I summarized session observations and attendee conversations related to speech analytics. Here, in part two of this blog series, we’ll take a look at the session I co-presented…
Customer journey mapping is growing increasingly popular as a way to gain powerful insights into customer behavior. Verint’s Nancy Porte, vice president, global customer experience, spoke to 1to1 Media recently about the evolution of journey mapping…
By Paul Stockford, Chief Analyst, Saddletree Research
For the first time in my life, I actually enjoyed a trip to Las Vegas. I’ve been to Las Vegas many times over the years, and it didn’t take me long to learn that I don’t seem to have much luck there. I’m simply not a gambler. I’m no good at it, I get…
By Verint Connect Member
Can caller verification really become “frictionless”? Spending 45 seconds answering security questions is friction that can turn off customers and add to agent handle time. To aid in the reduction of friction and cost, mining phone calls for actionable…
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