By David Moody
As I mentioned in my previous blog , Verint recently wrapped up its annual global customer conference, Engage. The event took place in Las Vegas, and gave us an opportunity to collaborate with a few of our North American customers who shared their Verint…
By David Moody
Verint recently wrapped up its annual global customer conference, Engage. The event took place in Las Vegas and gave us an opportunity to collaborate with a few of our North American customers who shared their Verint stories with the press. Their stories…
By Verint Connect Member
In our increasingly competitive world, an organization cannot be faulted for wanting a return on what it invests in. However, issues can start to arise when processes are only viewed through this lens—and not the one the customer sees through. Are you…
By Verint Connect Member
Verint took part in Forrester’s Forum for Customer Experience Professionals in New York City over the past two days. Objectives of the conference included offering attendees a comprehensive look at how to help improve customer experience quality and increase…
By Verint Connect Member
I have some great news—the survey is not dead. In fact, it is still a crucial part of many organizations’ customer feedback strategies. I have recently spoken with a variety of organizations that tell me they use survey results to help train their customer…
By Verint Connect Member
Earlier this month, I attended the Digital Transformation Executive Dinner presented by IDC in London. During that event, IDC’s Lionel Lamy, Associate Vice President, European Services, mentioned a startling statistic during his presentation titled “IoT…
Customer and partner activities continued this week during the Verint ® Engage ™ 2015 Global Customer Conference at the Paris Las Vegas Hotel in Nevada. (Click here for a look back at the event kick-off.) Moving into day three, attendees kicked off…
Customers and partners have gathered from around the world for the Verint ® Engage ™ 2015 global customer conference at the Paris Las Vegas Hotel in Nevada. This week, attendees representing 15 countries and more than 20 industries are taking part in…
Part one of this blog series discussed keeping your data story simple by applying the ARC approach: Actionable, Relevant, and Consumable. I’ll now highlight the importance of understanding the push-pull impact on your data. While Sir Isaac Newton predates…
CRMXchange Virtual Conference: Quality Assurance and Analytics June 1-4; Online Webinar Verint’s Donna Denehy, director, enterprise workforce optimization, will present “Have You Listened to Your Customer Today?” at 2 p.m. ET on June 1. She will explore…
By Verint Connect Member
It’s customer season! Recently in Sydney we began a worldwide journey with our customers to showcase the amazing ways they are infusing Actionable Intelligence into their day-to-day business operations to accomplish amazing things. And by amazing, I…
By Verint Connect Member
Can you remember the last time you experienced a customer service call that actually left you satisfied? When a service interaction is seamless, that moment lives on in a customer’s mind—and it sets the expectation for how all future experiences should…
I’m going to share my top three tips for making data actionable and helping all levels of your organization understand the story the data is telling. These tips include how to: Filter big data for the relevant data points Create a framework to …
By Verint Connect Member
Did you know that Version 11.0 and higher of Verint Workforce Optimization supports customized reporting for user access rights? Many of us have asked, Who is assigned to what role, and what is their scope? Fortunately, Verint makes it easy to access…
By Verint Connect Member
A Forrester Research, Inc. report from November 2014 (“Better Customer Relationships Require Trusted Data” by Michele Goetz and Kate Leggett) pointed out the vital role of data quality in the success of CRM delivery, which, in the “age of the customer…
By Daniel Ziv
Are you using your customer data to full advantage? You might be surprised at the difference you can make in customer engagement by applying the data you already have to help your customers. I recently spoke with Customer Experience Report about an…
By Paul Stockford, Chief Analyst, Saddletree Research
Following the launch of Verint’s next-generation customer engagement optimization platform last year, it added more major enhancements in March. The new platform represents a significant lift from traditional workforce optimization platforms, which are…
A healthcare insurer and services provider received a “double bang for the buck” with its Verint Performance Management solution. I’ve written a few blogs about clients who have enjoyed improvements in employee productivity with employee scorecards (…
By Verint Connect Member
A recent Gallup opinion poll made for some fairly grim reading for global organizations. It found that 70 percent of American workers are either “Not Engaged” or are “Actively Disengaged” from their workplaces. In Europe, the situation was even worse…
Now more than ever before, people are the most important asset in your contact center. It’s true that technology has advanced to the point where most simple issues can be resolved digitally without an employee’s involvement. However, this means that when…
By Verint Connect Member
The CXPA Insight Exchange kicked off today at the Hotel del Coronado in San Diego, California. Over 300 customer experience professionals attended the CXPA update. Presenters were: Bruce Temkin, CCXP, Co-Founder & Chair, CXPA Parrish Arturi, CCXP…
APCO Annual Public Safety Broadband Summit & Expo May 5; Washington, DC Verint’s Bill Pryor, senior director of public safety and mid-markets, will discuss “The Role of Security Analytics in a Big Data World: How to Make Big Data Actionable for Next…
Much is being said about customer engagement these days. Knowing which tools to spend your time and monetary resources on can help you concentrate on what really matters—strengthening your customer relationships and building long-term loyalty. Verint…
By David Moody
In my last blog , I highlighted government’s challenge of understanding and using the huge amount of data they are bombarded with daily to make better decisions and better serve their citizens—and how one city was empowering its citizens to gain intelligence…
By Verint Connect Member
At a recent conference on customer-centric strategies, I led a workshop of industry practitioners at which we really dug into the topic of data as it relates to making customer engagement smarter, making it more personal, more productive, and more predictable…
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