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  • Customers First, Employees Always—Celebrating National Customer Service Week

    By  Verint Connect Member

    We have been hearing a lot about the impending “Age of the Customer” and how critical our employees are to enabling this new age. In fact, some would argue that this new age is already here and if you haven’t prepared your staff, then you will be left…

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  • Verint Speakers: Customer Loyalty and Cyber Threats Take Center Stage Worldwide

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    CRM Magazine Roundtable October 5; Webinar Verint’s Daniel Ziv, vice president, customer analytics, will present “Optimize Customer Experiences with Actionable Data” at 2 p.m. ET. Customer service departments and entire enterprises need to deliver…

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  • Knowledge Management: How Getting Your Employees to Become in the Know Helps Your Business

    By  Verint Connect Member

    Improving customer experiences is a top-ranking priority for almost all businesses. However, many organizations haven’t found ways to accomplish this goal. In fact, a common misconception is that simply adopting new technology or processes is enough…

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  • Employees: The Key to Successful Branch Transformation

    By  Verint Connect Member

    Some of today’s financial institutions are changing from a traditional staffing model—based on tellers and transactions—to a universal banker model. This is a direct response to consumers’ increasing adoption of digital channels and their desire for…

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  • Measuring Loyalty: The Insider’s Guide to Customer Experience

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    When people think about measuring customer satisfaction, they naturally assume a corollary is customer loyalty. Unfortunately, customer satisfaction can only be a reliable predictor of customer behavior, and by extension loyalty, when evaluated within…

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  • Highlights from Customer Engagement LIVE! Part One

    By  Verint Connect Member

    Earlier this week Verint took part in the Customer Response Summit in Austin Texas—a forum for customer service and customer experience executives. One of the primary objectives of the conference was to “identify best practices and discuss innovative…

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  • Drive Employee Engagement by Fostering Trust in the Workplace

    By 

    Trust is an under-rated value in many organizations, but research shows it has significant impact on business performance. And, according to the 2015 Employee Engagement Benchmark Study by Temkin Group, companies with highly engaged employees have stronger…

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  • 5 Ways to Cultivate Leadership Support for Customer Experience

    By  Verint Connect Member

    Leadership support is needed for a customer experience program to succeed—we can all agree on that. The challenge is those executives live in the real world of organizational changes, competing priorities and shifting economic landscapes. In my last…

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  • Create a Continuous Improvement Quality Program Enterprise-Wide

    By  Verint Connect Member

    Quality Monitoring has been a staple of service organizations for decades now. How many times have we heard, “This call is being monitored for quality assurance,” when calling into a company? But this capability and focus on quality has mostly been limited…

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  • Robots in the Workplace—Helping Employees and Improving Work

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    Robots seem to be everywhere these days—on the big screen in popular science fiction movies, in books and in toy stores, and also in a real way improving our workplaces and other aspects of our daily lives. Primitive robots were machines designed to…

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  • Executive Sponsorship—Key to Effective Customer Experience Programs: Part Two

    By  Verint Connect Member

    Getting It Going In part one of this blog series , we shared some insights from our experiences about why executive sponsorship of a customer experience program is so important, the significance of executive support, getting employees onboard, and infrastructure…

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  • Game On! How to Make Gamification Work for Your Community

    By  Verint Connect Member

    As a marketer, you’ve likely heard the term “gamification” thrown around a lot and perhaps wondered what it really means within a community. In order to be successful, businesses need to engage their community members in a way that matches their business…

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  • What You Can Do When the CEO Says “No” to Your CX Business Case

    By  Verint Connect Member

    Customer experience requires funding and funding requires a strong business case. So how do you draw a direct connection between your efforts and the business resources needed to sustain them? Whether you are a seasoned practitioner or a relative newcomer…

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  • How Best to Deploy and Use Real-Time Speech Analytics

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    With the speed of doing business increasing at a pace unheard of just five years ago, today’s organizations want to do some things in real time. While speech analytics has become widely used across a wide variety of industries, customers who rely on…

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  • Executive Sponsorship—Key to Effective Customer Experience Programs: Part One

    By  Verint Connect Member

    A Look at What Works and Why Wisdom gained from customer experience (CX) programs tells us that organizations have to earn the right to do business with each of their customers. No longer can it be assumed that today’s customers will be tomorrow’s customers…

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  • It’s OK to Get Personal with Your Customers

    By 

    Personalization has become a cornerstone for building brand loyalty today. Customers are demanding a much more individualized approach to customer service than ever before—and they want it fast.

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  • Strengthening Customer Engagement and Reducing Cyber Complexity

    By 

    Squiz Summit September 8; Sydney, Australia Verint’s David Moody, vice president and global practice leader, government and public sector, will present “1+1=WOW: The Benefits of Bringing Together Technologies That Were Made for Each Other” at 2:15…

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  • ­Customer Engagement Optimization: Enabling “First Person” Issue Resolution

    By  Verint Connect Member

    As I discussed in last month’s blog Creating a Customer-Centric Culture , the president of a division of a Fortune 500 utility company drives her organization’s customer engagement optimization strategy by incorporating a combination of business and workforce…

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  • The Branch Is Evolving—Not Dissolving

    By  Verint Connect Member

    Does it feel like déjà vu every time you read another article predicting the death of the bank branch? There’s no denying that smartphone apps and online banking have had an effect on the bank branch—and yes, consumers are moving to digital channels…

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  • Busting Through a Customer Satisfaction Plateau: 3 Ways

    By  Verint Connect Member

    We all want to see constant improvement, but what do you do when customer satisfaction flat lines? The dreaded customer satisfaction (CSAT) plateau. It happens to every organization. After beginning our customer experience program, we enjoyed watching…

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  • Getting Knowledge Management Right: Ask the Experts

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    Have customer service issues become more complex in your organization? Has the rise in self-service meant that only the most challenging questions enter your contact center? Have these challenges led to long calls and inconsistent results? Knowledge…

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  • Blair Pleasant interviews Verint’s Ryan Hollenbeck

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    Verint’s Ryan Hollenbeck, senior vice president, global marketing, recently spoke with Blair Pleasant of UCStrategies about the role actionable intelligence and customer engagement optimization play in creating loyal, long-term customers.

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  • What To Do When the CEO Says “No” to Your CX Business Case

    By  Verint Connect Member

    Success with today’s customers requires a great customer experience. And creating a great customer experience requires funding—which requires a strong business case. That should be simple enough, right? You spend some time masterfully outlining how…

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  • Using Closed-Loop CX Processes to Change Organizational Culture

    By  Verint Connect Member

    Popularized ROI examples from Customer Experience (CX) programs tout improvements made at the department level, typically representing quick wins with significant ROI for minimal investment. Changing the design of the bill or invoice to reduce customer…

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  • Hats Off to Customer Personas—Optimizing Digital First Strategies

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    One of the keys to optimizing government digital transformation strategies is being able to identify individuals online so they can access services conveniently and securely. In my blog, Deliver More Economic Benefits by Getting Secure Online Transactions…

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