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  • How Senior Leadership Can Be Positive CX Role Models

    By  Verint Connect Member

    Senior executives ‘walk the walk’ in firms that are truly customer-centric. How can you make it happen? Senior executive buy-in is high on the list of ingredients for successful customer experience (CX) programs. In a previous column , I wrote about…

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  • More Data Breaches! What This Means for the Security of Your Customers

    By 

    Again, this month we hear of another data breach that will impact approximately 143 million Americans, exposing personal consumer Social Security numbers, birth dates, addresses and driver’s license numbers. The major impact is that the security of…

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  • Crowdsourcing QA—How to Tap into Direct, Indirect and Inferred VoC

    By 

    Website design is something many companies wrestle with—if you ask ten people, you’ll get ten opinions. However, when you make it easy for your customers to offer their insights, you get the feedback you need the most. OpinionLab’s Tim Whiting shares…

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  • Driving Measurable Results from CX Initiatives

    By  Verint Connect Member

    In my last post , I reflected on my vacation to the Galapagos and my thoughts on how customer experience programs needed to evolve similarly to how various endemic species of the Galapagos were required to in order to survive. Building on that comparison…

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  • Back Office Falling Behind? Balance Customer Centricity and Efficiency

    By 

    Recently, Aberdeen Group and Verint recorded a webcast on the Next-Generation Back Office: Satisfy Customers & Drive Efficiency . Aberdeen research found that errors and delays in back-office processing were the number two cause of customer dissatisfaction…

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  • Employee Engagement: Facing the Future Part 2

    By 

    In my previous blog post , I discussed the rise to prominence of employee engagement in today’s contact center industry. As a reminder, 82 percent of participants in Saddletree Research’s recent survey of end-users ranked employee engagement as a highly…

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  • Mobile Workforce Powered By Knowledge Management

    By 

    In this fast-paced world we live in, it is becoming increasingly more important to be able to perform our jobs on-the-go or in less traditional settings. Advancements in technology have enabled us as a society to meet these demands, and in some cases…

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  • Avoiding Critical Survey Mistakes in a Digital-First World

    By  Verint Connect Member

    Despite always evolving customer preferences in how to share feedback with organizations, surveys continue to be valuable. However, they must keep up with the times. Verint recently conducted a global survey that took an intensive look at how consumers…

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  • The Growing Demand for Self-Service Is Altering the Future of Knowledge Management

    By  Verint Connect Member

    In the customer service environment, knowledge management (KM) is the systematic management of an organization's information assets, including the efficient handling and distribution of information and data resources residing within, and often outside…

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  • As Branches Evolve, So Will the Workforce

    By 

    Bank branches have gradually evolved over the last decade. In lieu of the traditional brick-and-mortar design with designated teller lines, sales and lobby areas, many banks are transitioning their branches into newer formats to modernize and meet market…

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  • Verint Helps MSC Industrial Build on Customer Moments of Truth

    By 

    One of the leading industrial solutions providers in the United States and a longtime Verint customer, MSC Industrial Supply Co. was interested in how it could improve productivity, enhance the customer experience, and keep operating costs down through…

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  • The Best Time of Year to Improve CX: Customer Conferences

    By  Verint Connect Member

    Mini-journey mapping and other employee/customer engagement strategies can help make your next conference the best one yet. Customer conferences provide a wealth of opportunities for companies to build long-lasting relationships with customers, but…

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  • Is the Social Media Break the New Smoke Break for Young Workers?

    By 

    Those of us who have been in the workforce for some time can recall the time when 10 to 15 minute breaks were regularly scheduled throughout the day so employees could take a cigarette break. With fewer adults smoking, and work schedules being more…

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  • Is Your CX Program Fit for Survival?

    By  Verint Connect Member

    I was lucky enough to spend a week this summer in the Galapagos Islands, where I got to see a number of unique creatures that do not exist anywhere else in the world. From the dinosaur-like iguanas that learned to swim in order to access the seaweed…

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  • Add Mindfulness to Your Contact Center WFO and IVR Strategies

    By 

    You may know from personal experience that low-performing, partially effective contact center technologies and overwhelmed customer service employees are not a winning combination. Being mindful with your contact center IVR and WFO strategies can help…

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  • Verint Speakers: Engage APAC, Customer Service Culture of Quality

    By 

    Engage APAC Customer and Partner Conference 2017 September 6-7; Melbourne, Australia Verint will gather attendees from all over the Asia Pacific region and around the world for this event to highlight customer success, solution innovation, customer…

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  • Verint at the Intersection of Customer Engagement, Employee Engagement

    By 

    Verint’s Ryan Hollenbeck, senior vice president, global marketing, recently spoke with Engagement Strategies Media about why engagement is emerging as a field with significant room for growth. As today’s world moves faster and customer demands only…

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  • Make an Impact with Your Voice of the Customer Program

    By 

    Delivering superior customer experiences is a top challenge facing many organizations today. Maybe the top. The abundance of communication channels includes phone, web, mobile apps, chat and social channels—which add varying complexities to meeting…

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  • Customer Service on Social Media and Communities: It Works

    By  Verint Connect Member

    In my last blog, Social Community—Hey, Get Your Own! , I explained how public social networks and corporate-owned social communities are used to expand reach and improve customer engagement. In this blog, I’ll explore how these networks and communities…

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  • Ready to Soar? Align Your Analytics and Customer Engagement Strategies

    By  Verint Connect Member

    What are customers telling you? What drives their behavior? Which behaviors are impacting your business right now? These questions have never been easy to answer—but today, there are more opportunities to address these questions. The answers can drive…

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  • Don’t Motivate Today’s Employees with Yesterday’s Strategies

    By 

    Today’s workforce looks very different than the one from just five years ago. Rapidly changing technology, shifting work-life priorities, and a surprisingly high “disengagement rate” have all collaborated to drive the need for changes—big ones—in the…

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  • Oh No, I Lost My Credit Card! Responding to the Voice of the Customer

    By 

    Have you ever misplaced your wallet and after frantically searching for it for 20 minutes that seem like eternity, decided it must be stolen—and that it’s time to call your bank to cancel all your cards?

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  • Executives Leading a “Customers for Life” Culture—Customer Centricity

    By  Verint Connect Member

    Actions speak louder than words, as we have all heard. Executives who walk the talk send a clear message to employees about what the real priorities are. Many organizations today want to effectively embed the voice of the customer into daily activities…

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  • Verint Helps Humana Offer Robust Customer Service

    By 

    One of the leading healthcare service providers in the United States, Humana needed to streamline the work it was doing in its back office several years ago due to significant growth. It was also interested in surfacing trends and hidden insights, as…

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  • Facing the Future of Contact Center Employee Engagement

    By 

    At the end of 2016, I conducted 20 interviews with customer service professionals who were members of the National Association of Call Centers (NACC). The NACC is a 503(c)(6) not-for-profit membership organization based at Middle Tennessee State University…

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