By Verint Connect Member
In Part 1 of this blog I highlighted some important ways I’ve observed today’s leading organizations move toward driving customer engagement, including omnichannel customer experience and more personalized interactions with customers. In this second part…
By Verint Connect Member
The rewards for those organizations that get customer experience right are significant. According to Forrester Research, customer experience leaders outperform the rest of the Fortune 500 by 22.5 percent in shareholder value. The research goes on to say…
By Verint Connect Member
In today’s ever-changing customer experience landscape, you need all the insight you can find to compete effectively, much less gain a leg up in the marketplace. However, your organization may be like many others—the customer data needed for better and…
More than ever before, retailers are tasked with tailoring their services to the needs and preferences of their increasingly sophisticated shoppers. However, customers are also more open than ever before with the information they are willing to provide…
By Verint Connect Member
As the modern financial system has become increasingly complex, the threats facing today’s banks have kept pace. Financial institutions of all sizes—from small community credit unions to large multi-national corporations—face a variety of challenges…
By Verint Connect Member
There’s a lot of talk these days about “the customer journey.” You’ve probably either seen the term, used it yourself, or glossed over it as just another platitude or technology term du jour. However, in today’s competitive digital world where consumers…
By DShelley
When using Verint ® Enterprise Feedback Management TM (Version 7.1 and higher), you may wish to explain specific keywords that might be unfamiliar to survey participants. At the same time—to enhance the user experience—you likely want to keep the amount…
Organizations are gaining a better understanding that happy and engaged employees really do have an impact on whether or not customers have a positive experience with them. Recently Verint’s Koren Stucki, solutions marketing director, customer analytics…
By Verint Connect Member
This year, more than ever, I am struck by what seems to be a true transition for customer experience professionals as they move toward driving customer engagement. In a pair of blog posts I will outline some significant ways I’ve observed leading organizations…
Today Verint announced its participation in September conferences and webinars around the world: Conarec September 9-10; Sao Paulo, Brazil Verint’s Nancy Treaster, general manager, strategic operations, will present “Customer Engagement: The New…
By Verint Connect Member
Not long ago, people-counting technology seemed straight out of a sci-fi movie. But these days, the software is fairly common—used by a wide range of end users, especially those in the retail and banking markets. As people-counting technology continues…
Keeping an organization running smoothly every day is challenging enough. However, that’s only part of the picture. Are you listening to your customers today to know what you’ll need to do to run your business smoothly tomorrow? One way many successful…
No one will argue that change is hard. We can also all agree that to survive, we have to change and adapt. One healthcare insurer was struggling with balancing employee autonomy with cost and service efficiencies. This insurer had a number of policies…
By Verint Connect Member
There are numerous ways that customers can engage with organizations today, and the number of interaction channels will likely continue to grow over time. However, a challenge most organizations face regarding omni-channel is getting all their people…
A fairly recent phenomenon called "showrooming" offers opportunities and threats to today's retailers. Customer loyalty is at stake. While you may not yet know the term, you may have done it. If you have ever walked into a store, found something you…
Look for Verint at the following two events in late August, where company experts will present on key industry topics and themes: Five Secrets Every Organization Needs to Know About Customer Journeys and Engagement August 27; Webinar Verint’s Brian…
By Paul Stockford, Chief Analyst, Saddletree Research
Every once in a while something comes along in the contact center industry that makes you scratch your head and wonder why it took so long. Speech analytics comes to mind as a good example of this phenomenon. With tens of thousands of recorded customer…
By Verint Connect Member
We’ve all seen the flood of messaging that is talking about today’s customers. If you’ve been taking a really extended vacation and don’t know what I’m talking about, let me help get you up to speed. It sounds like this: Customers are constantly on the…
Some organizations truly understand the importance of employee engagement and demonstrate it with their actions. One of those is Verint customer CenturyLink, who recently spoke with 1to1 Media about how they are using Verint Speech Analytics as an element…
By John Wilhite - Application Learning Consultant
Are you using Verint Quality Monitoring (QM) as part of your Verint Workforce Optimization solution? If you’re running version 11.1 or higher, did you know that a post-call IVR survey is tied to a recorded call within QM? From your Workforce Optimization…
By Verint Connect Member
Verint customers: Did you know that the KANA, a Verint Company Customer Conference is taking place in San Francisco, California, September 21 - 24? Don't miss your chance to attend this interactive conference to learn more about how the combination of…
By Verint Connect Member
A colleague of mine has a pet peeve: customers who purchased a workforce management (WFM) solution years ago and have gradually stopped using it for schedule optimization. In his view, lots of companies today use WFM for schedule management, and not enough…
Verint is proud to announce that this week Greg Sherry, Vice President, Marketing, and Nancy Porte, Vice President, Global Customer Experience, were named as contact center thought leaders on Twitter in the International Customer Management Institute…
By Verint Connect Member
Homeland security initiatives are on the rise, thanks in large part to a growing concern over terrorist activity, according to a new report by Transparency Market Research . The global homeland security market was valued at more than $245 billion in…
By Verint Connect Member
With the recent acquisition of KANA Software , we’ve been talking quite a bit here at Verint about what it means to optimize customer engagement. Customer engagement is different than customer experience and shouldn’t be confused. There are many debates…
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