In a panel discussion at Verint’s Driving Innovation user conference, attendees discussed the challenges of having too much data. Managers and executives are often overwhelmed with the amount of data being generated by many new solutions, such as desktop…
More and more, customers are making it clear that many organizations are going to have to evolve—and this means breaking down silos—to provide the kind of customer experience that will keep them coming back. A lot still needs to change in order for…
By Verint Connect Member
Positive customer experiences don’t just happen—they take work. Moreover, customer expectations are through the roof. When their experiences are less than positive, the world often hears about it. Poor experiences have more significant consequences than…
By Verint Connect Member
I recently had lunch with a Verint customer who is a senior vice president of customer advocacy at a global software company. He outlined how delivering a superior customer experience should be at the heart of an enterprise strategy for growth and sustainable…
If you asked consumers what types of services or transactions they need a bank branch to provide, you’d receive a wide range of answers. The way that people bank today is very different than it was ten years ago, with greater use of next-generation ATMs…
Most organizations conduct a capacity planning exercise—whether it’s once a year, quarter or month. At a minimum they have three components: 1) a broad sweep estimate of the various types and volumes of work performed; 2) a calculation of the number of…
The need for agents to provide the best service possible continues to intensify in this day and age of choices and instant communication. How can organizations keep up? Traditional "side-by-side" monitoring has long involved a supervisor listening to…
By Verint Connect Member
I recently had the opportunity to spend a couple of days at the Professional Planning Forum’s (PPF) annual conference in Brighton. This year’s theme was “Bridging the Gap – People Build Success” and focused on the importance of engagement in order to…
By Verint Connect Member
Are you having difficulty formatting your surveys in Verint ® Enterprise Feedback Management TM (Version 7.1 and higher)? Are the font styles and sizes changing from question to question, or does something just not seem right? If the answer is yes to…
As organizations strive to make sound decisions to stay competitive, gaining helpful insights from data becomes more important than ever. How comfortable are you that your organization’s data can paint an accurate picture of what’s really happening? …
A new report published July 7 by the British Bankers Association and EY, “ The Way We Bank Now ,” shares how the ongoing digital banking transformation, growing consumer adoption of technology, and competition among banks is delivering significant improvements…
As with nearly every other industry recently, the healthcare industry faces some pressure to become more customer-centric. Health payers are increasingly being held to the customer experience standards of completely unrelated industries, thus creating…
Verint V-Impact 2014: Reinforcing the VoC Management Framework July 10; Tokyo, Japan Verint’s Shintaro Suwa, consultant and product marketing manager, and Daisuke Tomomatsu, application consultant, will present “How to Strengthen Customer Engagement…
By Verint Connect Member
When setting out to complete a customer experience program, it’s important to start capturing, measuring and acting on customer feedback as quickly as possible. However, it’s also critical to make sure that you do so in a manner that delivers benefits…
Today’s organizations are tasked with keeping up with a relentlessly evolving customer landscape. Expectations have never been higher, the ability to change providers has never been easier, and each conversation has never been more important. Clearly…
Recently, I was speaking to a customer about their enterprise-wide operational excellence improvement initiative. They broke down their approach into three phases: 1) Capture employee activity data to improve low productivity and reduce “unplanned”…
Recently Verint’s Claire Richardson, Vice President of Workforce Optimisation Solutions, EMEA, sat down with Professional Security Magazine Online to discuss how organizations can carefully balance their need for security with maintaining a positive customer…
By Verint Connect Member
Part of the Verint video surveillance offering includes retail analytics, which is helping to change the way retailers do business. In the dynamic retail market, video analytics are becoming increasingly popular as retailers seek to streamline operations…
By Verint Connect Member
Gallup, Inc. research has concluded that a lack of recognition or praise for doing good work is responsible for a 10 to 20 percent difference in revenue and productivity. What's more, employees who report that they're not adequately recognized at work…
Driving Innovation has wrapped up in sunny (and rainy) Orlando! Attendees spent the week networking with each other, sharing best practices and ideas, and gaining new ones to take back to their organizations. They enjoyed last night’s amazing and entertaining…
Day three of Driving Innovation has continued the great momentum from days one and two! Verint’s Ryan Hollenbeck, senior vice president, global marketing, provided an overview of Verint’s customer experience program for attendees at the opening session…
By Verint Connect Member
Today the second annual Verint Executive Summit took place at the Verint Driving Innovation global user conference in Orlando, Florida. More than 50 executives discussed how customer-centric organizations can optimize omni-channel engagement, deliver…
What a two days it’s been at Driving Innovation! For the last 24 hours, approximately 1,000 attendees have been enjoying energetic and inspiring sessions, a lively Technology Showcase spanning Verint and KANA Software solutions, a wide variety of sessions…
Today, two-time World Champion Eco-Challenge Adventure Racer and San Diego firefighter Robyn Benincasa shared with Driving Innovation conferences attendees “How Winning Works: The Essential Elements of Human Synergy.” Or, as she also puts it, “that magic…
Verint customers and partners are gathering today in sunny Orlando, Florida from around the world for The Verint Driving Innovation™ global user conference at the Hilton Orlando Lake Buena Vista Hotel. Attendees will enjoy a wide variety of sessions,…
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