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Four Tips to Improve Customer Experience with Digital Feedback

By Susanne Pitts
On Wed, Jun 28, 2017
Are you really listening to your customers—or are they just speaking at you? OpinionLab’s Terry Anderson shares that a surprising amount of today’s organizations may not be getting this right. Remember, today’s customers expect you to respond to them…

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Getting Started with Journey Analytics

By Susanne Pitts
On Mon, Jun 26, 2017
Who doesn’t want more insights into the customer experience? Given this has become a primary differentiator for organizations across industries, understanding it is critically important. Journey Analytics is an emerging opportunity for CX professionals…

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Sensors Do Not A Smart City Make—Part 1 (with apologies to Aristotle)

By Iain Daws
On Fri, Jun 23, 2017
We’ve been talking about the rise in Smart Cities for, well, it seems like forever.

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Building Mid-Management Mindshare for Your CX Program

By Verint Connect Member
On Wed, Jun 21, 2017
You’ve scored big with C-level buy-in and you’re starting to engage the frontlines. Here are three strategies for ensuring middle managers are CX advocates, too. Some frontline employees are CX naturals. They have an intrinsic understanding of what…

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Process Improvement Limitations: Scale, Structure, Sustainability

By Mary Lou Joseph
On Tue, Jun 20, 2017
Recently, Craig Seebach, VP, Enterprise WFO at Verint, moderated a webinar, “Creating Tremendous Results at Speed,” with Caroline Basyn, SVP, Global Business Services at Mondelez, the global snack manufacturer (Oreo and Cadbury brands to name a couple…

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The Market for Speech Analytics Will Grow 30% in India

By Daniel Ziv
On Fri, Jun 16, 2017
I recently spoke with Dataquest India about the growth rate for speech analytics there—I would estimate it’s at least 30% if not higher. In my view, it is becoming standard table stakes not just for the BPO market—which in many cases is being demanded…

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We’re All Digital Natives Now

By Brian Koma
On Thu, Jun 15, 2017
Ok, I’ll admit it. I’m a bit of a geek. From my mobile phone I can check to see if I closed my garage door after I get to the office, determine where a package is in transit and when it will be delivered, get social-enabled driving directions to route…

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Robotic Automation—an Answer to the Looming Labor Shortage (And a Way to Save Money)

By Paul Stockford, Chief Analyst, Saddletree Research
On Wed, Jun 14, 2017
Have you noticed the number of Help Wanted signs showing up at stores, offices and factories? And the openings are not just for retail and restaurant workers. There are plenty of opportunities for professional managerial workers. Nationally, the unemployment…

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Aloha from Verint Engage 2017

By Paul Stockford, Chief Analyst, Saddletree Research
On Mon, Jun 12, 2017
Just about everyone knows that the word “Aloha” is a Hawaiian language word that has a number of meanings. Aloha can mean “Hello” and it can mean “Goodbye.” Aloha can also mean “Love.” Not many people know, however, that the literal meaning of Aloha…

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Online Community—A Happy Customer Service Story

By Verint Connect Member
On Thu, Jun 08, 2017
In today’s world, you don’t always have to call or wait on a helpline or in a chat window for a customer service agent to help you. You can immediately ask a crowd of customers, partners or customer service agents for help—online communities are open…

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Customer Conferences: The Best Time of Year to Improve CX

By Verint Connect Member
On Wed, Jun 07, 2017
Many companies around the world use customer conferences to build strong, long-lasting relationships with customers. From registration to closing, every interaction—even the brief ones—between your customers and your employees can make a big difference…

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Driving Holistic Customer Engagement Excellence

By Verint Connect Member
On Tue, Jun 06, 2017
As discussed in a recent blog post by Laurie Wickham, the 2017 Verint Engage Global Customer Conference took place recently in Orlando, Florida with attendees from 17 countries and a variety of industries. Attendees hosted sessions and exchanged best…

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Verint Speakers: Listening to Your Customers in the Digital Age

By Susanne Pitts
On Thu, Jun 01, 2017
CRMXchange QA & Analytics Virtual Conference June 5-8; Online Webinar Verint’s Kristyn Emenecker, global vice president, product strategy group, will present “Quality Is a Contact Sport: Human Intelligence in an Artificial Intelligence World” on June…

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Raiders of the Lost Omnichannel Experience

By Susanne Pitts
On Wed, May 31, 2017
Making the customer experience as convenient for customers as possible is now a high priority for most organizations. Keep it simple, and then get customers on their way. A good omnichannel approach usually helps make that happen. But here’s a question…

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Highlights from This Week’s Engage 2017 Verint Global Customer Conference in Orlando, Florida

By Laurie Wickham
On Thu, May 25, 2017
Activities continued this week in Orlando as part of the Verint Engage 2017 Global Customer Conference at the Loews Royal Pacific Resort. Click here for a look back at how the event opened.

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Customers Convene in Orlando for Engage 2017 Global Customer Conference

By Laurie Wickham
On Tue, May 23, 2017
The 2017 Engage Global Customer Conference in sunny Orlando, Florida has kicked off and is going strong! We are delighted to welcome users of solutions and services from Verint as well as the latest additions to our family of companies—Telligent, Contact…

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3 Strategies to Create Empowered “CX Catalysts”—Employee Advocacy Is Not Enough

By Verint Connect Member
On Fri, May 19, 2017
No matter how “e” or electronic your company, your employees need to be prepared and motivated to deliver the right experiences. Operational dashboards. BYOD (bring your own device) policies and mobile apps. KPI scorecards.

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Verint Announces New CX Consulting Capabilities

By Verint Connect Member
On Wed, May 17, 2017
Today’s consumers have high expectations and increasingly expect their sales and service experiences to be personalized, quick and easy across all interaction channels.

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Value-Driven Knowledge Management: Introducing a New Model

By John Chmaj and Brad Bannwart
On Tue, May 16, 2017
Over the past few years, KM customers and prospects have increasingly asked Verint to help them define, deliver and measure KM value. This corresponds with a subtle shift in the customer service industry as a whole—a gradual yet significant transition…

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Customer Service Agent Productivity Is Like a Monopoly Game

By Susanne Pitts
On Mon, May 15, 2017
Much attention is paid to the quality of contact center technology and memorable customer experiences to help develop long-term customers. Rightfully so—those elements of doing business are critical. However, it’s also important not to lose sight…

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Do You Have a Customer Experience Blind Spot?

By Verint Connect Member
On Thu, May 11, 2017
In my last blog , I explained why listening to customers can provide greater customer understanding than merely observing their behavior. Many companies seem to agree as evidenced by the number of Voice of the Customer (VoC) programs that exist and…

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How to Build Mid-Management Mindshare for Your CX Program

By Verint Connect Member
On Wed, May 10, 2017
In today’s organizations, the pressure to stay competitive and produce is immense. With the day-to-day work as time-consuming as it is, some employees may need some help putting their daily tasks in the context of enterprise-wide CX strategies. That…

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The Back Office Needs a Makeover

By Mary Lou Joseph
On Tue, May 09, 2017
I’ve written before about the back office being the underdog—the unsung hero of the organization. The front office gets the kudos for delivering a great customer experience, but it’s the back-office that typically processes the work to completion. …

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Which Segment of Analytics Space Can Drive the Best Customer Experience?

By Daniel Ziv
On Mon, May 08, 2017
Organizations around the world are trying to find their “brand champions” to help them build their brand, increase loyalty and gain new customers. On the flip side of that is something you may have started thinking about lately: how to minimize “super…

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Why Two Real-life “Digital” Customer Journeys Prove You Need to Think Omnichannel

By Susanne Pitts
On Thu, May 04, 2017
When was the last time you thought about the journey from your customer’s perspective? Every organization has its own strengths, challenges and areas that need improvement. It’s easy to focus heavily on all of that and forget that every experience your…

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