Government CX Demands a Chief Digital Officer

Posted by David Moody

Jan 27, 2015 1:38:09 PM

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As part of the mandate to improve the federal customer experience, government agencies are hiring Chief Customer Officers (CCO) to lead the way. In general, a CCO is an executive responsible for the total relationship with an organization’s customers and to provide a single vision across all methods of customer contact.

This is a relatively new position. And, as with any new position, there are going to be problems. According to a November 2014 report (access requires subscription) by Forrester Research, Inc. entitled “Predictions 2015: Federal Customer Experience Finally Turns The Corner,” CCOs “will face opposition from some federal CIOs who are wary of losing budget and influence to upstarts and hesitant to embrace the customer-centric business technology agenda.”

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Topics: Customer Service, Customer Experience, customer engagement optimization, Customer journeys, Government, Public sector

It’s “GAME ON!” for Better Customer Engagement

Posted by Scott Hays - Vice President, Global Solutions Marketing

Jan 26, 2015 2:28:39 PM

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Could you spend US $150,000 per second? That’s the list price of a commercial during Super Bowl XLIX ($4.5M for a 30-second spot, just doing the math for you.) There is a lot of money at stake, not just for the network that broadcasts the game, but also for the players, coaches, venue, hundreds of in-stadium vendors, and thousands of local hotels and businesses. Everyone wants a positive outcome.

However, the real spotlight is on the players. While every team has stars and superstars, each player on an NFL team is vital to winning the game. Similarly, at your organization, everyone plays a vital role in winning the hearts and minds (and wallets) of customers in your market. At Verint®, we like to say “Everyone Serves.” As with a football team, your organization invests in salaries, training and equipment to help your “players” win.

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Topics: Speech Analytics, Text Analytics, Quality Monitoring, Recording, Customer Service, Customer Experience, customer engagement optimization, Customer journeys

Call for Speakers: 2015 Verint Global Customer Conference

Posted by Robert Lamoureux

Jan 22, 2015 2:32:00 PM

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Are you interested in presenting during a breakout session at the Verint Systems Global Customer Conference? This year’s conference will be held in Las Vegas on June 8 – 11, and Verint is seeking customers and partners who would like to share their experiences, expertise, opinions and best practices with other conference attendees.

There’s no bigger compliment to Verint than when our customers want to share their Verint success stories with others. Whether it’s your unique application and execution of Verint or KANA solutions, knowledge of industry trends and strategies, the results you’ve achieved, or your technical prowess, the conference agenda may have a place for you.

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Topics: Driving Innovation, Customer Experience, customer engagement optimization

What Is Government Customer Experience?

Posted by David Moody

Jan 20, 2015 2:53:37 PM

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Forrester recently published a report (access requires subscription) about U.S. government customer experience performance, which states that “Federal agencies are failing the administration’s mandate to offer customer experiences (CX) that match the best of the private sector.”1

In a previous blog, I talked about how the U.S. government put plans in place to change this, just as the U.K. government did a few years earlier.

But, this got me to thinking. When it comes to federal or local government—or other public sector agencies—just what makes up great customer experience? Is it the same as in the private sector?

In short, the answer is yes.

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Topics: Contact Centers, Customer Service, Customer Experience, Loyalty, customer engagement optimization, Customer journeys, Government, Public sector

Intelligent Video Surveillance Booming Around the World

Posted by Colleen Gustitus

Jan 15, 2015 2:27:24 PM

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Across the world, video surveillance is booming—and it’s getting smarter with each passing year.

The global intelligent video surveillance market is experiencing a significant period of growth as organizations more fully realize the benefits offered by video analytics, object recognition and other intelligent features. From banking and transportation to retail, homeland security and critical infrastructure, many organizations can greatly benefit from systems such as video analytics—and the proof is in the statistics.

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Topics: Video Intelligence Solutions, Video Management Software, Physical Security Management, Network Video Recorders, Security Solutions, Video and Situational Intelligence, Physical Security Information Management, video analytics

Tech Tip: Removing or Changing the Survey Tag Line in Enterprise Feedback Management

Posted by Hilda Blasius, Product Support Engineer

Jan 14, 2015 2:43:39 PM

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Did you know that Verint Enterprise Feedback Management (Version 7.1 and higher) supports customized branding?

All you need to do is update the survey tag line that appears at the bottom of each page to insert a custom HTML for your brand—or simply remove it when necessary.

Within the survey Design tab, select the Formatting tab.

Navigate to the General section and update the Survey Tag Line from "Default" to "Custom." 

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Topics: Enterprise Feedback Management, Survey Resources, Survey Analysis, Employee Satisfaction Surveys, Survey Research, survey software

2015: The Year of the Customer Survey

Posted by Paul Stockford - Chief Analyst, Saddletree Research

Jan 12, 2015 12:31:22 PM

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In the interest of full disclosure, let me make it clear up-front that I am a huge fan of surveys. Surveys are a big part of my work at Saddletree Research and are essential to the work I do with the National Association of Call Centers (NACC) at The University of Southern Mississippi. For example, at the end of each year we survey the NACC end-user membership to help determine the major trends and issues that will impact the U.S. contact center market during the following year.

For the past couple of years, speech analytics has dominated our list of the top five technology solutions that would be purchased by customer service professionals during the following year. This year’s preliminary results, however, suggest that there is a new driving force in the contact center industry.

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Topics: Voice of the Customer, Speech Analytics, Contact Centers, Voice of the Customer Analytics, Customer Service, Customer Experience, Customer Service Surveys, Survey Analysis, Survey Research, survey software, Customer Satisfaction Surveys, customer engagement optimization

Take Advantage of Early-Bird Discounts for Driving Innovation 2015

Posted by Mike Carroll

Jan 9, 2015 10:23:16 AM

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Have you heard? Registration for Driving Innovation 2015, the Verint Systems global customer conference, is open. That means it’s time to take advantage of early-bird registration discounts before they end on February 28. Purchase registrations for two people from the same company before February 28, and a third person can attend the conference for free!

Held June 8 – 11 at the Paris Hotel in Las Vegas, Nevada, this four-day event will feature best practices, training and interactive breakout sessions covering a variety of topics for customers of Verint and KANA, A Verint Company, including workforce optimization, analytics, customer service and engagement solutions, and more.

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Topics: Driving Innovation, Customer Experience, customer engagement optimization

U.S. Government’s Digital CX Seeds Ready to Bear Fruit

Posted by David Moody

Jan 8, 2015 12:38:18 PM

Washington_DC_Capitol_resizedA recent Forrester report1 (access requires subscription) by Rick Parrish says that initiatives put in place by the U.S. government to improve the customer experience “will start to bear fruit in 2015, as agencies finally break out of their find-and-fix cycle and start making substantive improvements.”*

Kudos to the U.S. government for recognizing the importance of an improved customer experience for its citizens—and for taking steps to make it a reality. After all, citizens already use the Web and mobile phones for almost everything—from making inquiries and paying bills to browsing and buying services with their banks, insurance providers and online music and video streaming services.

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Topics: Customer Experience, customer engagement optimization, Government, Public sector

Verint Speakers Featured in January

Posted by Susanne Pitts

Jan 6, 2015 10:58:00 AM

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Today Verint announced its participation in two January conferences:

IQPC Customer Insight & Analytics Exchange: Utilising Big Data

January 27-28; London, United Kingdom

Verint’s Rachel Lane, Director, Voice of the Customer, EMEA, will lead a “think tank” session called “Transforming Customer Engagement: Understanding Your Omnichannel Customers and Anticipating Their Needs” at 11 a.m. GMT on Tuesday, January 27. This session will focus on understanding how customers are unique—their needs, expectations and how they communicate. Lane will discuss ways to enrich interactions by uncovering these differences in order to deliver truly personalized engagement.

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Topics: Voice of the Customer Analytics, Workforce Optimization, Customer Service, Customer Experience, Analytics, customer engagement optimization, omnichannel, Customer journeys

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