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  • Verint Speaking on Many Topics Globally in November

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    CRM Xchange Virtual Contact Center Conference November 2; Online Webinar Verint’s Rajeev Venkat, senior director, solutions marketing, and JaNae Forshee, director, cloud solutions global practice, will present “Four Modern Trends and Practices to…

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  • Trick or Treat—Can You Trust Your Data?

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    Halloween is a dichotomy of trick or treat, and so are business initiatives to improve efficiencies through technology. Many programs and solutions promise sweet results, but businesses are often suspicious. Is the latest technology actually a wolf in…

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  • Don’t Let Fear Drive Your Digital-First Customer Engagement Strategy

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    During the past few years, I have had the privilege of meeting many government and public sector representatives to discuss their challenges and visions for digital-first customer engagement strategies . While most public sector organizations have implemented…

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  • Staying Fit with a KM Health Check

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    In a previous post “ Knowledge Management: How Do I Know I’m Doing It Right ? ” we explored some of the key outcomes one should see evolving from good KM. We’ve also explored benefits and new capabilities for customers, employees and the organization…

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  • Digital Disruption and the Digitally Savvy Workforce

    By  Verint Connect Member

    In my last blog , I described the two-sided challenge for organizations of rapidly evolving technology and constantly increasing customer expectations for a simple, virtually painless experience—no matter their chosen touch point. And, it’s not just customers…

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  • Reflecting on BAI Retail Delivery 2015

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    Last week, I traveled to Las Vegas for the annual BAI Retail Delivery conference, and spoke with numerous retail banking executives during breakout sessions as well as in the expo hall. The keynote session by ABC’s Shark Tank ’s Barbara Corcoran and…

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  • 2015 CX Impact Award Winner—Verint’s Own Nancy Porte

    By  Verint Connect Member

    October really has become a focal point all over the world for customer experience. If you travel quite a bit globally, you see it in airports, hotels and signage everywhere. Why all of the buzz around customer experience this month? A lot of it has to…

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  • Meeting the Demands of Accelerating Customer Expectations

    By  Verint Connect Member

    Today, the care center experience can set companies apart. ATB Financial, a leading Canadian financial institution, is harnessing out-of-the-box thinking and culture, combined with workforce optimization and customer analytics, to help create unique and…

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  • Digital Disruption—The (Data) Tide Is High

    By  Verint Connect Member

    Digital disruption is here to stay—as are expectations of near instantaneous answers and action. So, navigating digital disruption is forcing organizations to be more focused and responsive to the needs of customers than ever before. With infinitely…

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  • Better Outcomes, Less Effort

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    Whether it’s a phone conversation with an insurer, a live chat with the cable company, or a conversation at your bank branch, there are really just two fundamental things a customer wants: better outcomes and less effort. Better Outcomes The goal…

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  • As You Work Toward Digital Transformation, Don't Forget Your People

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    One of the most often-used phrases in financial services technology today is "enterprise infrastructure." In recent discussions with IT executives, I've heard them speak of "enterprise data architecture," "enterprise risk management," and so on. The phrase…

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  • Can Public Safety Be Improved Through Citizen Engagement?

    By  Verint Connect Member

    In cities around the globe, police officers and public safety officials work to ensure the safety of millions of residents—a prospect that must often feel daunting. Consider the fact that one of the world’s largest municipal police forces—New York City…

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  • Overcoming Customer Interaction Complexities with Customer Analytics

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    We’ve probably all heard that context is king. In the realm of understanding customer needs in an increasingly complex world, the importance of this phrase cannot be underestimated. Are you mining the wealth of data in customer analytics to improve your…

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  • Customer Service Week Is Nearly Over—But the Work Is Not Done

    By  Verint Connect Member

    All week, we at Verint and many of you have been celebrating National Customer Service Week. This week-long event spotlights how great customer service is the foundation of successful companies. We honor and thank the professionals on the frontlines who…

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  • Swimming Upstream

    By  Verint Connect Member

    I always find it interesting when people fight the inevitable. I live and work in the Washington D.C. area and fly out of Washington Dulles often. Like most in the tech industry, I use Uber or Lyft to get to and from the airport. It is convenient, reliable…

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  • Knowledge Management—An Engine of Employee and Organizational Transformation

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    In previous posts we’ve examined the value of effective knowledge management (KM) on customers and on the organization . What about employees? Does it matter whether they have a knowledge base or not? Are there specific identifiable drivers of value for…

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  • Celebrating Customer Service Week – Key to Developing Customers for Life!

    By  Verint Connect Member

    Customer Service Week is one of my favorite celebrations of the year! It gives us the opportunity to show our pride in our customer service professionals. If you are like me, there are many times you see an email from a customer talking about the exemplary…

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  • Verint Keeps the Focus on the Customer Worldwide in October

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    Digital Disruption Demands Action - 5 Questions to Ask in the New Workforce Reality October 13; Auscontact Association Webinar Scott Hays, vice president, solutions marketing, will join Fiona Keough at noon AEDT to discuss how the forces of digital…

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  • Why Diversity Abounds in New Branch Designs

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    Branch channel transformation is a complex and expensive undertaking. For all its complexity, however, there are at least two certainties. Namely that 1) it’s no longer optional, and 2) there is no single blueprint. It’s the rich diversity in approaches…

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  • Verifying Customers Faster

    By  Verint Connect Member

    Is there a better way to authenticate callers than by asking security questions? Contact centers today find that security questions frustrate customers and don’t stop professional fraudsters armed with stolen data from cyber breaches. The answer to…

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  • Next-Gen Desktop for Next-Gen...No...All Employees

    By  Verint Connect Member

    There’s a lot of talk about “the Millennials” these days—how they live and work and interact in a digitally disrupted world. As a Sociology major, I find it fascinating. As a 55-year-old high-tech professional, I find it nauseating. Like I don’t use a…

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  • Showcasing The Next Big Things From Verint at ASIS 2015

    By  Verint Connect Member

    As a pioneer in the industry, Verint continues to innovate Situational Awareness and Actionable Intelligence solutions, resulting in new capabilities for its customers to deal with the ever-changing face of risk related to security and public safety.…

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  • Little Things Matter

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    Capturing and analyzing customer input across web, telephone, email and mobile channels can help organizations drive customer engagement optimization. But what specific approaches should you take? One of the top accounting and business consulting firms…

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  • Verint Customer Named a Finalist in Constellation SuperNova Awards

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    One of our customers has been named a finalist in the notable Constellation SuperNova Awards in the category of “Next Generation Customer Experience.” We are excited, and in turn we are asking you to share in the moment and vote to make them the award…

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  • Customers Do Care

    By  Verint Connect Member

    Recently I was reading a great article by Paul Greenberg titled “ The clarity of definition: CRM, CE and CX. Should we care ?”. As I read through the piece, which does a great job at boiling down how customers can think of these three areas, all I could…

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