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  • Making Data Actionable - Part Two

    By 

    Part one of this blog series discussed keeping your data story simple by applying the ARC approach: Actionable, Relevant, and Consumable. I’ll now highlight the importance of understanding the push-pull impact on your data. While Sir Isaac Newton predates…

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  • June Verint Speakers Focus on the Customer

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    CRMXchange Virtual Conference: Quality Assurance and Analytics June 1-4; Online Webinar Verint’s Donna Denehy, director, enterprise workforce optimization, will present “Have You Listened to Your Customer Today?” at 2 p.m. ET on June 1. She will explore…

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  • Are You Ready to Engage?

    By  Verint Connect Member

    It’s customer season! Recently in Sydney we began a worldwide journey with our customers to showcase the amazing ways they are infusing Actionable Intelligence into their day-to-day business operations to accomplish amazing things. And by amazing, I…

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  • Big Data - Getting Smarter with Customer Engagement

    By  Verint Connect Member

    Can you remember the last time you experienced a customer service call that actually left you satisfied? When a service interaction is seamless, that moment lives on in a customer’s mind—and it sets the expectation for how all future experiences should…

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  • Making Data Actionable

    By 

    I’m going to share my top three tips for making data actionable and helping all levels of your organization understand the story the data is telling. These tips include how to: Filter big data for the relevant data points Create a framework to …

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  • Tech Tip - Gaining Insight from User Role Reports

    By  Verint Connect Member

    Did you know that Version 11.0 and higher of Verint Workforce Optimization supports customized reporting for user access rights? Many of us have asked, Who is assigned to what role, and what is their scope? Fortunately, Verint makes it easy to access…

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  • (Data) Corruption Running Rife in the Public Sector

    By  Verint Connect Member

    A Forrester Research, Inc. report from November 2014 (“Better Customer Relationships Require Trusted Data” by Michele Goetz and Kate Leggett) pointed out the vital role of data quality in the success of CRM delivery, which, in the “age of the customer…

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  • A Little Data Can Have a Big Impact on Customer Engagement

    By 

    Are you using your customer data to full advantage? You might be surprised at the difference you can make in customer engagement by applying the data you already have to help your customers. I recently spoke with Customer Experience Report about an…

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  • Verint Adds Major Enhancements to Its Customer Engagement Optimization Platform

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    Following the launch of Verint’s next-generation customer engagement optimization platform last year, it added more major enhancements in March. The new platform represents a significant lift from traditional workforce optimization platforms, which are…

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  • Expected and Unexpected Benefits from Performance Management

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    A healthcare insurer and services provider received a “double bang for the buck” with its Verint Performance Management solution. I’ve written a few blogs about clients who have enjoyed improvements in employee productivity with employee scorecards (…

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  • You Can’t Transform Customer Engagement Without Employee Engagement

    By  Verint Connect Member

    A recent Gallup opinion poll made for some fairly grim reading for global organizations. It found that 70 percent of American workers are either “Not Engaged” or are “Actively Disengaged” from their workplaces. In Europe, the situation was even worse…

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  • Using Technology to Maximize the Human Touch

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    Now more than ever before, people are the most important asset in your contact center. It’s true that technology has advanced to the point where most simple issues can be resolved digitally without an employee’s involvement. However, this means that when…

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  • CXPA Update from the CXPA Insight Exchange

    By  Verint Connect Member

    The CXPA Insight Exchange kicked off today at the Hotel del Coronado in San Diego, California. Over 300 customer experience professionals attended the CXPA update. Presenters were: Bruce Temkin, CCXP, Co-Founder & Chair, CXPA Parrish Arturi, CCXP…

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  • Verint Speakers Travel the World in May

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    APCO Annual Public Safety Broadband Summit & Expo May 5; Washington, DC Verint’s Bill Pryor, senior director of public safety and mid-markets, will discuss “The Role of Security Analytics in a Big Data World: How to Make Big Data Actionable for Next…

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  • 7 Must-Have Customer Engagement Tools for 2015

    By 

    Much is being said about customer engagement these days. Knowing which tools to spend your time and monetary resources on can help you concentrate on what really matters—strengthening your customer relationships and building long-term loyalty. Verint…

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  • How One City Shined a Light on Dark Data

    By 

    In my last blog , I highlighted government’s challenge of understanding and using the huge amount of data they are bombarded with daily to make better decisions and better serve their citizens—and how one city was empowering its citizens to gain intelligence…

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  • Data-Driven Smarter Engagement

    By  Verint Connect Member

    At a recent conference on customer-centric strategies, I led a workshop of industry practitioners at which we really dug into the topic of data as it relates to making customer engagement smarter, making it more personal, more productive, and more predictable…

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  • Engage 2015 Discounted Room Rate Expires Soon

    By  Verint Connect Member

    Engage 2015 is almost here, and if you’re attending, act now to reserve your room at the Paris Las Vegas Hotel and Casino to take advantage of the discounted room rate, which expires on May 12. Engage 2015 is the Verint ® Systems Global Customer Conference…

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  • Verint Expands Customer Engagement Optimization Portfolio with Gamification

    By  Verint Connect Member

    Have you considered that employees are likely the most important investment your organization makes in customer satisfaction? After all, we all know that employee disengagement is expensive and does not help the customer experience. This week Verint…

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  • Let’s Not Forget the Value of People and Processes

    By 

    As an industry analyst, I speak and write about a number of significant trends in the financial services industry. And lately that means covering “big” topics like core banking replacement, digital channels and the need for customer (re)engagement. These…

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  • Voice Biometrics Helps Improve the Customer Experience

    By 

    In a feature earlier this month, Biometric Update put the spotlight on Verint’s announcement that it has added voice biometrics capabilities to its enterprise workforce optimization solution—one of many significant enhancements and advancements that extend…

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  • Today’s Branches – Bigger Isn’t Always Better

    By 

    As consumers, we’ve been taught that bigger—or more—is always better. More money. Bigger houses. Larger data plans. All-you-can eat buffets. However, this is not true when it comes to today’s banking branches—bigger is not always better. In fact, it…

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  • Everybody, Somebody, Anybody and Nobody

    By  Verint Connect Member

    You may have heard the story about four people named Everybody, Somebody, Anybody and Nobody. There was an important job to be done and Everybody was sure that Somebody would do it. Anybody could have done it, but Nobody did it. Somebody got angry about…

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  • Perception vs. Reality - Employee Productivity Myths Part 2

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    In our first blog discussing the webinar we held earlier this year with Harvard Business School Professor Francesca Gino, Debunking Employee Productivity Myths, we addressed two decision-making biases that impact employee productivity: A bias for action…

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  • Verint Speakers Go Global Once Again in April

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    Verint Back Office Webinar April 7 Verint’s Steven Verbesselt, EMEA back office specialist, will discuss the major challenges facing organizations in their back offices due to a lack of visibility on tasks, resources and processes at 15:00 CEST. Steven…

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