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  • Knowledge Management – A Driver of Organizational Value

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    My team recently examined the key indicators related to knowledge management enabling support—everything from increasingly leveraging knowledge on different channels to higher-quality service interactions. It’s clear enough that good KM delivers value…

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  • The Role of Analytics in Retail Banking

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    Consumers today expect financial institutions to provide the products and services they need, when and how they want them. The personal connection—or relationship—between consumers and their financial institution has been largely lost as a significant…

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  • Online Communities - An Important Part of Customer Engagement

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    Verint's acquisition of Telligent, a leader in software for customer support, underscores the growing importance of customer and employee communities as an important part of customer engagement and employee collaboration. Long before the emergence of…

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  • Isn’t There an App for That?

    By  Verint Connect Member

    I was talking to Nancy Porte, our VP of Customer Experience after a recent webinar she did in which she discussed the intricacies of journey mapping. One of the comments/questions posted by an attendee really struck a chord with me. The comment stated…

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  • The Way of the Future: Technology and Branch Designs of the Modern Retail Bank

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    Innovation among retail banks is a slow-going, yet essential part of keeping up with market trends. Currently, Celent is conducting a series of surveys with a selected panel of banking professionals to investigate if and how branch channel transformation…

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  • Omnichannel: Reevaluating the QA Process

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    In a recent feature, Contact Center Pipeline highlighted Verint’s Brian Koma, vice president and customer experience practice leader, and other industry experts who discussed which elements of the contact center QA process will need to be reevaluated…

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  • Customer Service Excellence and Cost Savings Help Customers Score Big

    By  Verint Connect Member

    At a recent Verint Americas Customer Advisory Council (CAC) meeting, the agenda included introducing new members, reviewing the 2015 member profile survey, and reviewing “creative practice” presentations from two CAC members. Both presenters discussed…

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  • Verint Acquires Telligent and Extends Portfolio into Communities

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    Verint Systems recently announced the acquisition of Telligent, a leading provider of software for customer support and digital marketing communities. Communities represent yet another channel for companies to communicate with their customers and employees…

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  • Verint’s Big Week in Brazil

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    It’s been an exciting week in Brazil as our own Nancy Treaster, senior vice president and general manager, strategic operations, spoke to Conarec 2015 attendees in Sao Paulo about how organizations need to raise the bar to meet evolving consumer expectations…

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  • Ovum Research: WFO Is Critical to Banks Looking at Transforming Their Branch Strategies

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    Banks around the world are urgently redefining the role and value of the bank branch in response to changes in consumer channel preferences, particularly digital growth. As a result, banks are transforming how branches are used to support their customers…

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  • In September Verint Goes Global and Stays Customer-Focused

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    Conarec 2015 September 1-2; Sao Paulo, Brazil Verint’s Nancy Treaster, senior vice president and general manager, strategic operations, will present “Transforming Customer Engagement” on September 1 at 2:30 BRT. Treaster will discuss how a changing…

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  • Customer Journey Mapping—Not Just Wall Art

    By  Verint Connect Member

    Recently, I presented a webinar on how customer journey mapping can drive optimal business processes that impress customers and, ultimately, drive your organization! You can view the webinar here . I’ll share a few highlights. One thing we can count…

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  • Back-Office Departments Are Essential to the Customer Experience

    By  Verint Connect Member

    For more than 20 years, enterprises have downplayed the importance and contributions of their back-office operating groups. These departments are an integral component of the overall customer experience and are involved in many steps throughout the customer…

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  • Knowledge Management in Support & Service: The Customer’s View

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    Services organizations employing strong knowledge management programs aspire to empower, delight and enhance their customers’ experience through better knowledge. But what does the customer think? Does it matter to a customer if an organization is pursuing…

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  • Unify Your Teams—Strengthen Customer Relationships

    By  Verint Connect Member

    Do your various departments operate in silos rather than coordinating efforts to engage customers and deliver outstanding experiences? If so, you’re not alone. But these silos significantly impact the customer experience and often lead to an inconsistent…

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  • Branch Infographic: Moving Beyond Cost Reduction and Self-Service

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    Banks are painfully aware of the urgent need to redefine the role of their branches—particularly in response to tremendous growth in consumer use of digital channels that is taking place in parallel with a significant rise in consumer expectations. Ovum…

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  • Four Steps to Digital Nirvana

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    It seems as if everyone has embraced today’s mobile and digital revolution. Many of us access goods and services online from practically anywhere at any time, and increasingly via a smartphone or tablet device rather than a traditional desktop computer…

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  • Verint Adds Communities Software to Portfolio with Acquisition of Telligent

    By  Verint Connect Member

    More and more consumers are turning to communities to seek insights about products, services, support and other topics of interest. As they continue to seek perspectives from their peers before making decisions, the importance of social communities continues…

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  • A Practical Guide to Digital for Banks

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    “Digital” is critical in financial services, but defining the term is difficult. At Celent, we believe that digital requires a structural change in the financial institution. Our framework illustrated below makes it easier. Digital in banking begins…

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  • Customer Journey Mapping: Building CX Maturity and Momentum

    By  Verint Connect Member

    Two years ago when my organization began developing and formalizing our CX program, the charter included the following key focus areas: Driving a consistent customer experience across the business with the goal of increasing customer loyalty. Gathering…

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  • Smart Knowledge Management Uses Context

    By  Verint Connect Member

    I’m sure by now many of you are aware of the recent social media event involving a picture of a dress. You may remember that dress —the one that triggered a social media debate over its colors. Some of us saw the dress as blue and black, while others…

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  • Verint Releases Identity Authentication Solution

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    In a recent feature, Speech Technology spotlighted Verint’s announcement that it has released the Verint Identity Authentication and Fraud Detection solution to provide a faster and more seamless approach to customer authentication. According to Verint…

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  • 3 Tips to Successfully Manage Customer Journeys

    By  Verint Connect Member

    Your organization works hard to collect customer experience data in the constant quest to earn customer loyalty. Have you consistently collected this data but then struggled to translate the resulting insights into long-term advantage? This challenge…

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  • Using Situational Awareness to Help Tackle the Global Traffic Challenge

    By  Verint Connect Member

    In cities around the world, traffic safety is a continuous challenge. According to The Christian Science Monitor , almost 1.2 billion vehicles are on the road; and as noted by CNBC , an additional 2.6 automobiles are sold every second . It’s no wonder…

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  • Knowledge Management: How Do I Know I’m Doing It Right?

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    Knowledge management has come of age. Organizations in every area of the marketplace are building and leveraging knowledge tools to help empower their customers, their employees and their business. The business value in reducing training costs, driving…

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