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  • Where Is Verint in August? All Around the World

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    Summer School August 4-27; Webinar Series Verint experts will deliver 12 interactive webinars in August on effective ways to improve the customer experience. Designed for IT, Customer Service and Operations professionals, the webinars will examine…

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  • Understanding the Cost Per Patient in the United Kingdom

    By  Verint Connect Member

    As a speaker at a recent Healthcare Strategy Forum, it was my great pleasure to converse with a broad cross-section of the U.K. National Health Service (NHS) community. What was evident is the stress on these organizations from the competing factors of…

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  • Verint Updates Speech Analytics Platform to Provide Better Insights

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    How to best analyze and understand customer calls in order to serve customers better and help keep them loyal is an ongoing challenge for organizations. Verint has made that easier with its cutting-edge advancements to the Verint Speech Analytics™ solution…

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  • The Critical Role of Employees in Today’s Digital World

    By  Verint Connect Member

    Verint completed our most successful global customer conference ever this summer, with more than 1,000 customers and partners joining us in Las Vegas, Nevada. Following this conference, I attended the Glastonbury festival in the U.K., one of the largest…

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  • What Happens in Vegas Doesn’t Always Stay in Vegas – Part Two

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    In my previous post about Verint's Engage 2015 global customer conference, I summarized session observations and attendee conversations related to speech analytics. Here, in part two of this blog series, we’ll take a look at the session I co-presented…

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  • Following Journey Mapping’s Future Path

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    Customer journey mapping is growing increasingly popular as a way to gain powerful insights into customer behavior. Verint’s Nancy Porte, vice president, global customer experience, spoke to 1to1 Media recently about the evolution of journey mapping…

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  • A Look Back at Engage – Part One

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    For the first time in my life, I actually enjoyed a trip to Las Vegas. I’ve been to Las Vegas many times over the years, and it didn’t take me long to learn that I don’t seem to have much luck there. I’m simply not a gambler. I’m no good at it, I get…

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  • How to Employ a More Frictionless Approach to Customer Authentication

    By  Verint Connect Member

    Can caller verification really become “frictionless”? Spending 45 seconds answering security questions is friction that can turn off customers and add to agent handle time. To aid in the reduction of friction and cost, mining phone calls for actionable…

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  • U.K.’s Government as a Platform Initiative Making Progress

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    The U.K. government has been delivering on its Government as a Platform initiative for the past few years. But what exactly is it? The official definition is "Government as a Platform is a new vision for digital government; a common core infrastructure…

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  • The Unknown Benefits of Gamification – Part Two

    By  Verint Connect Member

    Part one of this blog series introduced the lesser known benefits of gamification. In this post, we’ll explore how gamification can actually help create happier, more engaged employees. Employers are looking for ways to create more satisfied employees…

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  • Mapping the Verint Customer Experience Journey

    By  Verint Connect Member

    Recently at our Engage global customer conference in Las Vegas, we decided to try something new. We took our conference guests on what we called “The Verint Customer Experience Journey,” where we gave our customers full access to the documented journey…

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  • Empowering the Next-Gen Customer Advocate

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    Recent research has highlighted the enormous impact that people in organizations can have on customers. Engaged employees are at the heart of every thriving business and every customer-centric initiative. For all the (welcome and needed) advances in self…

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  • Digital Transformation Going Slowly for Local U.K. Authorities

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    Local governments are generally not considered “early adopters” when it comes to technology. Citizens tend to be the ones who use the latest technology, then almost have to force local governments and agencies to finally begin using it. But, government…

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  • The Unknown Benefits of Gamification – Part One

    By  Verint Connect Member

    Most people, when asked, will say that gamification is about using badges and points—and that employees will compete against each other to get the best result. Competition-driven gamification is indeed the crux of conventional wisdom about gamification…

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  • Digital Disruption: The New Workforce and Demanding Customers

    By  Verint Connect Member

    The forces of digital disruption and the shifting work styles of young employees are pressuring organizations to become increasingly responsive to both customers’ and employees’ needs. With all the talk about “outside in” and “customer centricity,” it…

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  • How to Boost Productivity in Back Offices

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    In a recent survey by Ovum, executives were asked to describe the primary objectives of the back-office areas within their businesses. ( Click here to download the Ovum report .) They had two primary concerns: execute work at the lowest cost and improve…

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  • Best Practices for Branch Excellence

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    By now, we probably all recognize that the nature of banking is changing fairly dramatically. Routine transactions are shifting away from the branch as digital channels grow in popularity, thus reducing branch visits—and more significantly for banks—reducing…

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  • Innovative Leadership by the City of Tulsa: Making Government Smarter and Our Communities Better

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    As I mentioned in my previous blog , Verint recently wrapped up its annual global customer conference, Engage. The event took place in Las Vegas, and gave us an opportunity to collaborate with a few of our North American customers who shared their Verint…

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  • Innovative Leadership by the City of Buffalo: Making Government Smarter and Our Communities Better

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    Verint recently wrapped up its annual global customer conference, Engage. The event took place in Las Vegas and gave us an opportunity to collaborate with a few of our North American customers who shared their Verint stories with the press. Their stories…

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  • That ROI-driven Process Just Cost You a Customer

    By  Verint Connect Member

    In our increasingly competitive world, an organization cannot be faulted for wanting a return on what it invests in. However, issues can start to arise when processes are only viewed through this lens—and not the one the customer sees through. Are you…

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  • Customer Experience Takes Center Stage

    By  Verint Connect Member

    Verint took part in Forrester’s Forum for Customer Experience Professionals in New York City over the past two days. Objectives of the conference included offering attendees a comprehensive look at how to help improve customer experience quality and increase…

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  • Surveys Are Alive and Well

    By  Verint Connect Member

    I have some great news—the survey is not dead. In fact, it is still a crucial part of many organizations’ customer feedback strategies. I have recently spoken with a variety of organizations that tell me they use survey results to help train their customer…

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  • Engagement Management Systems: Converting the IoT into Government Action

    By  Verint Connect Member

    Earlier this month, I attended the Digital Transformation Executive Dinner presented by IDC in London. During that event, IDC’s Lionel Lamy, Associate Vice President, European Services, mentioned a startling statistic during his presentation titled “IoT…

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  • Engage 2015—Highlights Rounding Out This Week’s Verint Global Customer Conference

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    Customer and partner activities continued this week during the Verint ® Engage ™ 2015 Global Customer Conference at the Paris Las Vegas Hotel in Nevada. (Click here for a look back at the event kick-off.) Moving into day three, attendees kicked off…

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  • Engage 2015 Kicks Off as Verint Customers Convene for This Week’s Global Customer Conference

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    Customers and partners have gathered from around the world for the Verint ® Engage ™ 2015 global customer conference at the Paris Las Vegas Hotel in Nevada. This week, attendees representing 15 countries and more than 20 industries are taking part in…

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