Customer Engagement Optimization
Customer Engagement Optimization
Customer Engagement Optimization
Customer Inspired Excellence
Doing Business with Verint
Sensors Do Not A Smart City Make—Part 1 (with apologies to Aristotle)
Building Mid-Management Mindshare for Your CX Program
Process Improvement Limitations: Scale, Structure, Sustainability
The Market for Speech Analytics Will Grow 30% in India
We’re All Digital Natives Now
Robotic Automation—an Answer to the Looming Labor Shortage (And a Way to Save Money)
Aloha from Verint Engage 2017
Online Community—A Happy Customer Service Story
Customer Conferences: The Best Time of Year to Improve CX
Driving Holistic Customer Engagement Excellence
Verint Speakers: Listening to Your Customers in the Digital Age
Raiders of the Lost Omnichannel Experience
Highlights from This Week’s Engage 2017 Verint Global Customer Conference in Orlando, Florida
Customers Convene in Orlando for Engage 2017 Global Customer Conference
3 Strategies to Create Empowered “CX Catalysts”—Employee Advocacy Is Not Enough
Verint Announces New CX Consulting Capabilities
Customer Service Agent Productivity Is Like a Monopoly Game
Value-Driven Knowledge Management: Introducing a New Model
Do You Have a Customer Experience Blind Spot?
How to Build Mid-Management Mindshare for Your CX Program
The Back Office Needs a Makeover
Which Segment of Analytics Space Can Drive the Best Customer Experience?
Why Two Real-life “Digital” Customer Journeys Prove You Need to Think Omnichannel
Developing Customers for Life—An Enterprise Workforce Management Example
Verint Speakers: Changing the Game through Customer Focus and Insights for Stronger Loyalty
GovTech Recap: What Priorities City and County Government CIOs Have in Common
Customer Engagement Strategies and Networking
2 Reasons to Analyze What Customers Say—Not Just What They Do
The Case for Customer Experience Management
Leading Private Education Provider Puts Verint at the Front of the Class
Gamification Is No Longer a Buzzword
The Churn of the Digital Consumer
Digital Feedback: Why You’re Probably Doing It Wrong
Employee Advocacy Is Not Enough. 3 Strategies to Create Empowered “CX Catalysts”
Community and Customers First
Are Your Back-Office Operations in the Dark Ages?
Do Your Customers Love You—Or Trust You? (Part Two)
Transform Government From the Outside In
Five Tips for Building a Customer Journey Map—A Tool For Positive Change
A Resounding Call for a Human Voice Element to Remain
What’s the Secret to Connecting Your CX Program to Revenue?
Verint Speakers: The Value of Customer Experience and Using Web and Social Media Intelligence to Enhance Security
Are Your Employees Ready for Robot Co-Workers?
Driving Employee Engagement in Today’s Contact Center
Create Future Journey Maps for Real Value—Rather Than Just Upgrading Touchpoints
Contact Center Execs: 5 Pains Keeping You Up at Night
Be Part of the 2017 Engage Global Customer Awards
Do Your Customers Love You—Or Trust You?
How to Avoid the Employee Sophomore Slump
Innovative Prescription Benefit Management Leader Find Its Remedy with Verint
How Effective Are You at Operational Management?
The Intelligent Contact Center in Action
Beyond Surveys: 5 Methods to Learn More About Your Customers
Verint Speakers: The Omnichannel Customer Experience, Analytics-Driven Value and Financial Compliance
A Customer’s Best Practices for Upgrading to Verint Workforce Optimization
Rev Up the Pulse of Contact Center Operations
Customer Engagement LIVE! Executive Summary
Photojournalist and Author Dewitt Jones to Speak at Verint Engage Customer Conference
Before and After Robotic Process Automation
CX Can Make 2017 the Finest Year Yet for Your Brand: 3 Ways
Is Your Omnichannel Strategy Customer-Centric or Self-Centric?
Employee Engagement Does Not Equal Employee Effectiveness
Connected, Contextual, Consistent—Intelligent Customer Service
2017: Transforming Government Perspectives
The Surprising Answer to the FinTech Threat
Organizational Agility Hampered by Data Quality
A Tool For Positive Change: Five Tips for Building a Customer Journey Map
What’s in Store at the Verint Engage Global Customer Conference?
Why Speech Analytics Is a Must Have
Verint Speakers: Engaging Customers, Tackling Cyber Challenges, and Using Data to Improve Experiences
Intelligent Customer Service: Connected, Contextual, Consistent
Verint Customer Experience Program Earns Two New Industry Honors
7 Areas to Consider for Your Voice of the Customer Strategy
Is There Common Ground Between Customers and Brands on What Loyalty Means?
Improving Digital Engagement with the UK Government
For 2017, Resolve to Maximize Your Contact Center Technology Investments
Delivering Great Customer Experience
What Next? Tips for Prioritizing Your Automations
Getting the Customer Experience Right in 2017
Why Is Meeting Service Level Agreements So Challenging?
Call for Speakers: Engage 2017 Verint Global Customer Conference
New Verint App Extends Employee Engagement Capabilities on Mobile Devices
Leading Personal Lines Insurer Prioritizes Customer Engagement
Still Just Upgrading Touchpoints? Create Future Journey Maps for Real Value
Helping Managers to Quickly Know Where to Take Corrective Action
Production Management in Service Organizations: Operating Blind?
Verint Wishes You Happy Holidays!
10 Lessons Learned from Voice of the Customer Trenches: How to Design and Build a Great Survey
Dynamic Media Leader Uses Verint to Improve Customer Satisfaction
3 Ways CX Can Make 2017 the Finest Year Yet for Your Brand
The Best Part of 2016? Global Customer Engagement
The Award for Most Persistent Driver of Change Goes To … (Part 2)
Looking Ahead: 2017 Business Challenges and Opportunities
Why Knowledge Management Is Important
Social Customer Engagement Requires Agility
Going “Back to the Future” with Silos
The Award for Most Persistent Driver of Change Goes To … (Part 1)
Verint Speakers: Robotics, Knowledge Management—and Using Customer Insights Wisely
Building a Knowledge Management Business Case
Desktop Process Analytics: The Overlooked Overachiever
Uncover. Analyze. Improve. Automate.
Verint Extends VoC Suite to Digital Engagement with Acquisition of OpinionLab
The Rising Importance of Digital Channels
Cultural Change: 5 Ways to Empower Employees with Customer Insights
Gamification Is the HOW of Performance Management
Customer Experience: The Difference Between Failure and Success
20 More Examples of Processes for Robotic Process Automation
Building a Business Case for Knowledge Management
A New Enterprise Approach to Process Improvement Drives Customer Value
Speech Analytics as an Enterprise Change Agent
Improve the Customer Experience—Listen to Your Branches
Global Study Reveals Resounding Need for Human Touch in Today’s Digital First World
Verint Speakers: Humanizing Customer Engagement in a Digital World
Five Steps to Transform Data into Actionable Intelligence
Amplify Your Workforce Optimization Strategy
Customer Experience Quality: Measuring Effectiveness, Ease and Emotion
Cultivating Leadership Support for Customer Experience: 5 Ways
When Seconds Count and Accuracy Matters
Upcoming UK and U.S. Events Put Spotlight on Citizens and Customers
Modernized Contact Centers Can Help Citizen Engagement—Part Two
How to Design and Build a Great Survey: 10 Lessons Learned from Voice of the Customer Trenches
Modernized Contact Centers Can Help Citizen Engagement
Highlights from Customer Engagement LIVE! Part Two
3 Things You Didn’t Know About Customer Experience
Customers First, Employees Always—Celebrating National Customer Service Week
Verint Speakers: Customer Loyalty and Cyber Threats Take Center Stage Worldwide
Knowledge Management: How Getting Your Employees to Become in the Know Helps Your Business
Employees: The Key to Successful Branch Transformation
Measuring Loyalty: The Insider’s Guide to Customer Experience
Highlights from Customer Engagement LIVE! Part One
Drive Employee Engagement by Fostering Trust in the Workplace
5 Ways to Cultivate Leadership Support for Customer Experience
Create a Continuous Improvement Quality Program Enterprise-Wide
Robots in the Workplace—Helping Employees and Improving Work
Executive Sponsorship—Key to Effective Customer Experience Programs: Part Two
Game On! How to Make Gamification Work for Your Community
What You Can Do When the CEO Says “No” to Your CX Business Case
How Best to Deploy and Use Real-Time Speech Analytics
Executive Sponsorship—Key to Effective Customer Experience Programs: Part One
It’s OK to Get Personal with Your Customers
Strengthening Customer Engagement and Reducing Cyber Complexity
Customer Engagement Optimization: Enabling “First Person” Issue Resolution
The Branch Is Evolving—Not Dissolving
Busting Through a Customer Satisfaction Plateau: 3 Ways
Getting Knowledge Management Right: Ask the Experts
Blair Pleasant interviews Verint’s Ryan Hollenbeck
What To Do When the CEO Says “No” to Your CX Business Case
Using Closed-Loop CX Processes to Change Organizational Culture
Hats Off to Customer Personas—Optimizing Digital First Strategies
25 Examples of Processes For Robotic Process Automation
3 Reasons Why Your Customers Need a Customer Service Community – Part 2
You’ve Finally Got the Back-Office Data. Now What?
Verint Speakers: Speech Analytics, Knowledge Management and Going Beyond WFO
3 Ways to Bust Through a Customer Satisfaction Plateau
3 Reasons Why Your Customers Need a Customer Service Community – Part 1
Speech Analytics: Debunking the Myths
Robots Are More Than Just ‘Cool’—They Can Get Work Done
To Improve Is to Change—to Be Perfect Is to Change Often: Part 2
“Just the Facts, Ma’am”
Stop Online Fraudsters in their Tracks with Voice Biometrics
To Improve Is to Change—to Be Perfect Is to Change Often: Part 1
Creating a Customer-Centric Culture
Talking Engagement with Our Customers in Chicago
Verint Speakers: Customer Engagement Trends, WFM Helps the Entire Enterprise
Engage 2016—A Highlights Roundup from This Week’s Verint Global Customer Conference
Customers Gather for Engage 2016 Global Customer Conference
Customers Driving Rules of Engagement for Financial Services: Infographic and White Paper
Evolving Knowledge Management Products and Programs
Turning the Lens Inward with Gamification
Augmenting the Contact Center with Voice Biometrics
CRM XChange: Executive Interview with Ryan Hollenbeck
The Digital Tipping Point: How to Balance Self-Service & the Human Touch
Engage 2016: Advance Registration Ends Shortly
Unlocking the Customer Phone Call with Speech Analytics
5 Benefits of Online Communities for the Contact Center – Part II
The Problem of Inconsistent Online Government Experiences
Enterprise Workforce Management—A Customer Q&A Session
Verint Speakers: Keeping Customers Loyal and Employees Engaged
5 Benefits of Online Communities for the Contact Center – Part I
Engage 2016: Learn, Grow and Build Customers for Life
The Right Data Can Drive Customer Action
Executive Networking at the Verint Engage Conference
Facing Difficult Choices, Banks? Do the Math
The Game of Authentication and Fraud Detection
Want Engaged Employees? Self-Enable—Don’t Micro-Manage
Ventana Research Requests Your Input in Workforce Optimization Market Research Study
A Digital First Strategy Roadmap
Driving Online Engagement through the Social Funnel—Part II
Traditional Performance Management Is SO Yesterday
Customer Engagement: Are You Adding Value to the Business?
The 7 Deadly Survey Sins and How to Avoid Them
Driving Online Engagement through the Social Funnel – Part I
Engage 2016 Conference Agenda Announced
Verint Speakers: Customer Service and Reshaping the Bank Branch
Is Your Back Office Prepared for Workforce Optimization?
Outside-In Thinking Must Produce Inside-Out Actions
“Deploying” Knowledge Management: Creating a Knowledge-centered Culture
The Case for Speech Analytics: Improving Quality Program Impact for the Customer Obsessed
The Importance of Voice Self-Service in Government Digital First Strategies
Be Part of the 2016 Engage Global Customer Awards
Using Voice Biometrics in the Call Center to Combat Digital Fraud
The Marriage of Knowledge Management and Quality Management
Back Office Workforce Management: The Second Wave
Customer Engagement: Executive Perspectives, Part Two
I Have a Facebook Account…So Why Do I Need an Online Community?
Don’t Miss the Chance to Hear Trailblazing Sports Agent Molly Fletcher at Engage
New Text Analytics Methodology to be Presented at Analytics 2016
Now Is the Time for My:Time
Top Strategies for Self-Service Success
Verint Speakers: Improving the Customer Experience and Workforce Management
Digitally Transforming the Bank Branch: The First Step
The 2016 State of the Speech Technology Industry: Speech Analytics
Adaptive IVR: It’s All About Behavior
Customer Engagement: Executive Perspectives, Part One
The Disruption of Quality Management
Wanted: Participants for TSIA’s Global Technology Survey
Transforming the Invisible Back Office into a Competitive Differentiator
Do Government Digital First Strategies Actually Deliver?
How Telligent Community Complements Verint Engagement Management
The Future of Self-Service—Virtual Assistants, Speech Recognition and the Internet of Things
Design Your Knowledge Management Future
Get a First Peek at Upcoming Verint Customer Conference Sessions
It’s Not Enough to Focus Only on Contact Centers
Fraudsters Are Adapting to Chip & Pin Cards—Are You Adapting to Fraudsters?
Putting the Banking Customer in Control
Verint Speakers: Combatting Fraud and Understanding Your Customers
Advancing the Verint Customer Engagement Optimization Portfolio with Contact Solutions
The National Association of Call Centers Wants You
Do Your Customers Really Love You?
Four Reasons Why Speech Analytics Can Help Keep You Ahead of the Pack
Multichannel + Escalation Management = Omnichannel
Verint + Contact Solutions: Taking Omnichannel Engagement to New Heights with Real-Time, Contextual Self-Service
The New Face of Performance Management
Verint Upgrades Telligent Community Platform
Knowledge Management: The Journey IS the Destination
Employee Engagement and Better Customer Engagement in 2016
Joining the Self-Service Revolution
Legendary Sports Agent and Entrepreneur Molly Fletcher to Keynote at Engage 2016
Verint Speakers: Meeting Rising Expectations and Why Bad Things Happen to Good Data
Omnichannel Customer Engagement Must Consider the Branch or Store Employee
Elevating Customer Engagement Optimization
Top 5 Predictions for Government and Public Sector Customer Service, Part 2: 2016 Predictions
How Community Solutions Are Advancing in the Age of the Customer
Fraudsters Know Your Mother’s Maiden Name
Bridging the Gap Between B2B and B2C
Top 5 Predictions for Government and Public Sector Customer Service, Part 1: 2015 in Review
Call for Speakers: Engage 2016 Verint Global Customer Conference
2016 Predictions: Get Back to the Basics
Evolve! Bank Branches Can Learn Lessons from Darwin
Riding the Wave—Verint Named a Leader in Customer Service Solutions for Enterprise Organizations
Verint Speakers: Keeping Customers First, Fighting Security Threats
A Drone, a Hoverboard, and Today’s Consumer
A Refreshing Year Ahead
2015: The Year That Customer Engagement Took Center Stage
It’s Not Magic, It’s Our Customers
Customer Engagement: Are You Immature?
Smarter Customer Engagement with Analytics
The Spotlight Is On the Back Office—Finally!
Voice Biometrics Sounds Like a Better Idea
IDC’s Marc DeCastro Addresses Today’s Bank Branch Challenges [Video]
December Speakers Talk Customer Engagement and Situational Awareness
The Engaging World of Enterprise Feedback Management
Gamification: Engaged Employees Help Strengthen Customer Relationships
Employee Desktop—More Relevant Than Ever in Digitally Disruptive Times
Customer Centricity Is No Longer an Option—It’s Fundamental to Survival
Deliver More Economic Benefits by Getting Secure Online Transactions Right
Ouch! The Modern Customer Service Representative
Achieving Visibility in Branch Operations for Better Decision-Making
Customers: Do You Want to Be Stalked Or Ghosted?
Enable Your Contact Center Agents to Disrupt the Digital Disruption
Verint Speaking on Many Topics Globally in November
Don’t Let Fear Drive Your Digital-First Customer Engagement Strategy
Staying Fit with a KM Health Check
Digital Disruption and the Digitally Savvy Workforce
Reflecting on BAI Retail Delivery 2015
2015 CX Impact Award Winner—Verint’s Own Nancy Porte
Meeting the Demands of Accelerating Customer Expectations
Digital Disruption—The (Data) Tide Is High
Better Outcomes, Less Effort
Overcoming Customer Interaction Complexities with Customer Analytics
Customer Service Week Is Nearly Over—But the Work Is Not Done
Knowledge Management—An Engine of Employee and Organizational Transformation
Celebrating Customer Service Week – Key to Developing Customers for Life!
Verint Keeps the Focus on the Customer Worldwide in October
Verifying Customers Faster
Next-Gen Desktop for Next-Gen...No...All Employees
Little Things Matter
Verint Customer Named a Finalist in Constellation SuperNova Awards
Customers Do Care
Knowledge Management – A Driver of Organizational Value
The Role of Analytics in Retail Banking
Online Communities - An Important Part of Customer Engagement
Isn’t There an App for That?
Omnichannel: Reevaluating the QA Process
Customer Service Excellence and Cost Savings Help Customers Score Big
Verint Acquires Telligent and Extends Portfolio into Communities
Verint’s Big Week in Brazil
Ovum Research: WFO Is Critical to Banks Looking at Transforming Their Branch Strategies
In September Verint Goes Global and Stays Customer-Focused
Customer Journey Mapping—Not Just Wall Art
Back-Office Departments Are Essential to the Customer Experience
Knowledge Management in Support & Service: The Customer’s View
Unify Your Teams—Strengthen Customer Relationships
Branch Infographic: Moving Beyond Cost Reduction and Self-Service
Four Steps to Digital Nirvana
Verint Adds Communities Software to Portfolio with Acquisition of Telligent
A Practical Guide to Digital for Banks
Customer Journey Mapping: Building CX Maturity and Momentum
Smart Knowledge Management Uses Context
Verint Releases Identity Authentication Solution
3 Tips to Successfully Manage Customer Journeys
Knowledge Management: How Do I Know I’m Doing It Right?
Where Is Verint in August? All Around the World
Understanding the Cost Per Patient in the United Kingdom
Verint Updates Speech Analytics Platform to Provide Better Insights
The Critical Role of Employees in Today’s Digital World
Following Journey Mapping’s Future Path
How to Employ a More Frictionless Approach to Customer Authentication
U.K.’s Government as a Platform Initiative Making Progress
The Unknown Benefits of Gamification – Part Two
Mapping the Verint Customer Experience Journey
Empowering the Next-Gen Customer Advocate
Digital Transformation Going Slowly for Local U.K. Authorities
Digital Disruption: The New Workforce and Demanding Customers
How to Boost Productivity in Back Offices
Best Practices for Branch Excellence
Innovative Leadership by the City of Tulsa: Making Government Smarter and Our Communities Better
Innovative Leadership by the City of Buffalo: Making Government Smarter and Our Communities Better
That ROI-driven Process Just Cost You a Customer
Customer Experience Takes Center Stage
Surveys Are Alive and Well
Engagement Management Systems: Converting the IoT into Government Action
Engage 2015—Highlights Rounding Out This Week’s Verint Global Customer Conference
Engage 2015 Kicks Off as Verint Customers Convene for This Week’s Global Customer Conference
June Verint Speakers Focus on the Customer
Are You Ready to Engage?
Big Data - Getting Smarter with Customer Engagement
(Data) Corruption Running Rife in the Public Sector
A Little Data Can Have a Big Impact on Customer Engagement
Verint Adds Major Enhancements to Its Customer Engagement Optimization Platform
You Can’t Transform Customer Engagement Without Employee Engagement
Using Technology to Maximize the Human Touch
CXPA Update from the CXPA Insight Exchange
Verint Speakers Travel the World in May
7 Must-Have Customer Engagement Tools for 2015
How One City Shined a Light on Dark Data
Data-Driven Smarter Engagement
Engage 2015 Discounted Room Rate Expires Soon
Verint Expands Customer Engagement Optimization Portfolio with Gamification
Let’s Not Forget the Value of People and Processes
Voice Biometrics Helps Improve the Customer Experience
Today’s Branches – Bigger Isn’t Always Better
Everybody, Somebody, Anybody and Nobody
Verint Speakers Go Global Once Again in April
Smarter Engagement – Better Apps, Less Effort
Creating Smarter Government for Smarter Citizens
How Your Contact Center Can Help Reduce Mobile Fraud
Banking on Customer-Centric Culture Change
Be Part of the New Engage Global Customer Awards
What Do CIOs Really Think About Customer Experience?
The New KPIs for Achieving Effective Customer Engagement
Verint Announces Latest Release of Its Enterprise Workforce Optimization Solution
The Role of Government Employees in a Digital (and Smarter) World
Eliminating the “Graffiti” in Your Customer Experience Program
Spring Has Sprung! Time Again for the Contact Center Awards Biz
Customer Engagement Is the New Kid on the Block
Customer Service Trends for 2015
Mortgage Operations Improve 3Cs: CX, Compliance and Capacity
Engage 2015 Early Bird Registration Extended
Verint Speakers Go Global in March
How Contact Center Agents + Digital Channels Drive Engagement
The Role of People in the Digital World
Top 5 Predictions for Government and Public Sector Customer Service Part 2: 2015 Predictions
What Relationship Do You Want With Your Customers?
The Silent Rise of Chat in Customer Service Adoption
The Anti-Omnichannel Experience
Top 5 Predictions for Government and Public Sector Customer Service Part 1: 2014 in Review
Vacation Heck and the Customer Experience
The Emergence of Mobile Customer Service
Ventana Research Gives Verint Top Honors in 2015 Value Index for WFO
Don’t Miss These Two February Verint Webinars
How Customers Help Drive Engagement and Loyalty
Customer Dissatisfaction Often Begins in the Back Office
Channel Adoption and Usage Study in Customer Service: Third Year
Verint Speakers Featured in February
Will Technology Fulfill Its Potential to Reshape Today’s Banks?
Verint Announces Availability of Work Allocation Manager
Government CX Demands a Chief Digital Officer
It’s “GAME ON!” for Better Customer Engagement
Call for Speakers: 2015 Verint Global Customer Conference
What Is Government Customer Experience?
2015: The Year of the Customer Survey
Take Advantage of Early-Bird Discounts for Driving Innovation 2015
U.S. Government’s Digital CX Seeds Ready to Bear Fruit
Verint Speakers Featured in January
The Next Chapter of Employee Engagement
Coming Together at Driving Innovation 2015
Keep It Simple, Survey (Author)!
Webinar: Super-Charge Your Customer Engagement Strategy
Viewing a Customer Feedback Survey in Quality Monitoring
Framing the House of Customer Engagement Optimization
Voice of the Customer Evolution
Top Challenges Shared by Retail Banking Execs
Verint Speakers Featured in December
The Customer Journey Made Simple
More Holiday Shoppers Require Stronger Security
Where Do You Work?
A Thousand Customer Journeys Start With One Phone Call
Tech Tip: Redirecting to Another Web Page Upon Survey Submission
Omnichannel, Banking and Trying to Make Sense of It All
Leading Financial Services Firm Improves Employee Engagement with BO WFO
How Retailers Can Experience Happy Holidays
November Offers Verint Speakers Worldwide
Verint Wins IBM Big Data & Analytics App Throwdown
Empowering Your Employees: A Recipe for Success
Customer Interaction Analytics Is the "New Black"
Have You Asked Your Customers About the Branch?
It’s Almost 2015. Do You Know Where Your Customers Are?
Raising the Bar on Customer Engagement
Are You Engaging Your Customers Better This Week Than Last Week?
Getting Personal for National Customer Service Week
Verint Speakers Featured Around the World in October
Customer Service - A Successful Organization’s Foundation
Are You Acting on the Right Customer Data?
Branch or Digital? That’s Actually Not the Right Question
New Ways To Engage Customers More Effectively – Part 2
Customer Experience Executive Briefing Takeaways
Verint's New Engagement Analytics: Act on What Matters Most
How Omnichannel Is Changing the Retail Experience Forever
Why Customer Journeys?
Tech Tip: Adding Descriptive Content to Surveys
Combining Customer and Employee Insights on the Customer Experience
New Ways To Engage Customers More Effectively – Part 1
Verint Speakers Featured Globally in September
Find Out What Your Customers Are Thinking
Creative Practices Can Help Power Your Customer Engagement Strategy
A New Era In Shopping: Are You Ready?
Verint to Present on Customer Engagement and Healthcare Data Analytics
The Omnichannel Evolution: Driving Customer Experience Optimization
Customer Engagement Versus Experience
Employee Feedback Lays Groundwork for Business Improvement
Tech Tip: Integrating Customer Feedback with Quality Monitoring
Connect 2014: Ideas for Transforming Customer Engagement with KANA and Verint
Two Verint Experts Named Contact Center Thought Leaders on Twitter
Are Your Customers Engaged?
Tearing Down Silos—Building Up Customer Communication
Don’t Just Experience . . . Engage
Customer Experience and the Brand Promise
Customer Engagement Optimization – and the Bank Branch
"Pump Up" Your Quality Assurance Program
Bridging the Gap
Tech Tip: Formatting Tips for Surveys
Technology Innovation Is Changing How UK Consumers Bank
Speech or Text – That Is the Question
Keeping Consumers Healthy While Meeting Their Great Expectations
Verint to Participate in Several Global Conferences and Webcasts in July
Creating a Successful Customer Experience Program
How Speech Analytics Can Help Solve Quality Monitoring Challenges
Balancing Fraud Prevention with the Customer Experience
A Fantastic Week at Driving Innovation in Orlando, Florida
Day Three of Driving Innovation Celebrates Customers
Driving Innovation Executive Summit a Success
Two Compelling Days at Driving Innovation
Tech Tip: Quick Tips to Avoid Spam Filters When Sending Surveys
Peer and Executive Networking at Driving Innovation 2014
Verint Speaking in Europe and Asia in June
Customer Engagement Heats Up at Gartner Customer 360 Summit in Orlando
Verint and KANA: The Perfect Match
A Back Office Newbie at Society of Workforce Planning Professionals
Oracle’s Customer-Centric Journey … and Jeb’s Top Ten
A Variety of Session Tracks Available at Verint Global User Conference
Attention Bankers: Mixed Customer Satisfaction Results Send Strong Message
Update from the Contact Center Expo & Conference in San Diego
Could Your Smartphone Really Replace Your Branch?
Verint and KANA Team Up at Gartner Summit in London
Verint Speaking Around the World in May
Do You Manage a Program or Lead Change?
How Is Quality Monitoring Evolving?
Voice Biometric Screening for More Secure Financial Customer Service
Finger on the “Pulse” of Your Customers
What’s Good for Your Business? A Problem Handled Well
Verint's Nancy Porte Named a Top Influencer in Customer Experience
Infographic: How to Increase Branch Sales
Speech Analytics Is Becoming Mission-Critical
Verint Speaking at Several Global Conferences in April
Six Steps to Building a Successful Voice of the Customer Program
The Loyalty Factor
Something Fresh for Spring: Invite Customers to Opt-in to a Panel
Emotion Detection: Ready for Primetime?
Verint Participating in Several March Global Conferences, Webcasts
Listen to Learn and Learn to Listen
Customer Feedback Key to Business Improvement
Your Hairdresser or Banker: Who Knows You Better?
Tech Tip: Requiring a Total in a Question (Allocation)
Do You Know Why Customers Are Calling?
It’s (Still) That Most Wonderful Time of the Year
Verint Participating in Several February Global Conferences, Webcasts
Newer Technology, Better Branch?
It’s That Most Wonderful Time of the Year
Analytics in Action: Ready, Set, Enable, Go!
Why Health Plans Have To Get Member Obsessed in 2014
Back Office WFO In Action: Education Financing Lender Shares Resources to Meet Service Goals
CXPA Launches a Customer Experience Professional Certification Program
The Ultimate Gift this Holiday Season: Customer-Inspired Excellence
Listen Closely to Healthcare Plan Members
Measuring Loyalty: Are You Missing the Point?
The Affordable Care Act: Opportunities and Challenges
Turning Customer Complaints into Clues for Improving Service Interactions
Putting the Customer into Your Quality Monitoring Efforts
Wanted: Participants for the NACC/Saddletree Research Survey
How to Transition from Random Sample to Customer-Informed Quality Management
Customers Are Changing Quality Monitoring
Successful Customer Experience Programs Are Made of This
Are the High Street Banks starting to REALLY listen to customer feedback?
Even the Ants Have Megaphones!
Keeping Loyal Customers Loyal
Customer Experience Excellence in Action
You did the difficult bits right… but still managed to mess things up anyway.
Not Just Another Hallmark Holiday
A National Customer Service Week Salute--All Year Long
Looking to Improve the Customer Experience? Engage Your Employees
How to ‘right staff’ a retail bank, in a constantly changing world.
Imagine If You Could Avert Missed Service Deadlines
WFO: The Foundation of a Successful Enterprise.
Only YOU Can Prevent Forest Fires!
Consumer Insights Survey Shows the Power of the Voice of the Customer (VoC)
Social media - spamming through a social channel?
Why Won't Anyone Listen to Me?
Stay engaged, stay smiling, stay successful
Price Is King . . . Or Is It?
Service Experience + Smartphones + Social Media: An Explosive Mix
Acknowledging the Gorilla in the Contact Center
To Switch or Not to Switch; Is That the Question?
Employee Engagement: A Secret to Success
Drive Social Customer Care Excellence
Where is your “blind spot” in your Back Office?
Balancing Human Interaction with Self Service
Help Yourself! Measuring Quality in Self-Service Channels
Rethink your marketing approach
What Makes a Successful Voice of the Customer Program?
Stop, or I’ll Tweet!
Omni-channel Voice of the Customer – Are You Ready?
Risky Business: How Analytics Can Help Manage and Reduce Consumer Risk
Do you get a balanced view of performance?
Customer Retention: It's More Than Just Churn
Do you know your high roller customers?
My Zappos Kind of Week: A Tale of Customer Experience
5 Steps for Getting Started with a Customer Experience Program
How can you achieve a successful Voice of the Customer Programme?
New Verint Business Impact Solution Addresses Regulatory Compliance Requirements
Verint Discusses Big Data at Two Conferences This Week
The Power of "Outside-In" Insights from Forrester's Harley Manning
Think Like Your Customers. It's a Big Deal.
Four Ways Today's Top Companies Leverage Speech Analytics to Add Value
Which is key when it comes to customer experience? Understanding, engaging or delivering on the customer promise?
The Power of “Outside In”—Insights from Forrester’s Harley Manning
Understanding and Preparing for a Market Revolution: President’s Welcome to Driving Innovation 2013
Understanding and Preparing for a Market Revolution: President’s Welcome to Driving Innovation 2013
New Verint Business Impact Solutions Tackle Universal Business Challenges
Back Office and Banking: Putting the Voice of the Customer to Work
Verint Announces Mobile, Enterprise Feedback Management Enhancements and Multichannel Unification
Dark Data: There's Light at the End of the Tunnel!
The Customer Prosperity Formula
Big Data Can Offer a Big Payoff. Really!
Requests for Feedback Are Part of the Experience. Get Smart About It.
Verint to Discuss Big Voice of the Customer Data in Seoul, Korea
Social Media Care and More—Join Us at Driving Innovation
Why You Should Pay Attention to Human Capital Management and Shifting Purchase Influencers in 2013
Gartner 360 Summit Day 2: Big Data and Customer Centricity in Focus
Customer Experience and VOC Excellence @ Gartner 360 Summit
Customer Experience and VOC Excellence @ Gartner 360 Summit
Six Reasons Why the Voice of the Agent Is Important to Your VOC Program
Turn Up the Volume on Your Customer's Voice
Big Data Alone Is Not Enough!
Forging a Seamless VOC Enterprise
Leading Industrial Distribution Company Building Its Customer Focus with Verint
Customer service really does boost revenue
The Path to Customer Service Success: How to Get There
Are You Personalizing the Customer Experience?
Six Tips to Shorten Your Survey
Participants Wanted for Ventana Research Survey on Next-Generation Workforce Optimization
Big VoC Data -- Getting Even Bigger!
China Pacific Insurance Company Deploys Impact 360 Speech Analytics Software from Verint
Customer Experience, Downton Abbey Style
The Cachet of Trust
Measuring Quality through the Customer's Eyes – How to Get Started
Measuring Quality through the Customer's Eyes: How to Get Started
Kicking Off a Successful CX Campaign in 2013
Laughing and Crying with Peyton Manning
Verint’s Predictions for the CX Field in 2013
Five Strategies to Manage Feedback Fatigue
Measuring Quality Through the Customers Eyes
The More Things Change the More They Stay the Same
Five Strategies to Manage Feedback Fatigue
Are Your Customers Happy With Their Branch Experience?
Speech analytics – what does it all mean?
Verint Global Study Highlights Service as Growing Influencer in the Customer Satisfaction Equation
“Customers place a premium on service” – don’t let your business down with poor customer service this Cyber Monday
Big Data and the Executive Level—It’s Not What You Think
New Whiteboard Animation Showcases How Verint Solves Real-World Business Problems Using Customer-Centric WFO
Customer Feedback Fatigue
Maximizing Customer Satisfaction While Optimizing Performance
Six steps to delivering a great customer experience
Another Dinnertime, Another Call from an Election Pollster
Big Data and Mapping the Genetics of Customer Behavior
BOO! It’s Big Data!
Junk Removal, Grandpa and Customer Service
The 4 Best Panel Management Practices to Employ
Endoscopy Machine Manufacturer Using Verint Enterprise Feedback Management
What Makes a Good Leader?
The Consero 2012 Customer Experience Forum: Yes, an Entertaining One!
Some likely tales from Facebook
Get in the Game: How to Use Feedback to Score a Touchdown
Big Data and the Contact Center at the Trinity of Text, Talk and Transactions
Back to School Primer: Survey Question Types
New Video Highlights the Value of Tapping into Customer Feedback
Ten reasons why the customer isn’t always right
Six small steps to understanding your customers better
Good Feeling's Still Here
BYOB. Bring Your Own Bandage?
The Power of Like
Hoffman’s Hot Seat: Interacting with the Empowered Customer
Social Media: Harnessing the Opportunity
Avoid Costly Mistakes By Listening to Your Customers
Verint Renames Strategic Business Units
Verint Advances Voice of the Customer Analytics Portfolio
Webinars Explore Operational Excellence via Voice of the Customer
IT Hosting Provider Using Enterprise Feedback Management Solution from Vovici, a Verint Company
Big Data, the Contact Centre and the Intelligent Enterprise
Whoa! Friendly Alert!
Bipolar or Unipolar – that is the question!
The Use and "Abuse" of Survey Rating Scales
Twinkle, twinkle – all that glitters (brightest) is not gold
Voice of the Customer – avoid costly marketing mistakes, gain insight and harness the opportunity
Customer feedback on Twitter: A tale of sound and fury, signifying … what, exactly
I Have Executive Sponsorship... Now What?
Build Your Brand by Deepening Customer Experiences
The Uncertainty Principle – What customer feedback has in common with particle physics.
Better managing 1 million extra Olympic visitors per day.
When it comes to surveys what is the "right length"?
The Voice of the Customer – most companies listen, how they do so varies.
The changing dimensions of customer service
Listen up. Managed properly, big data can offer invaluable insight.
How listening to the Voice of the Customer can help avoid costly marketing mistakes
Evolving the contact centre beyond simple metrics: from measurement to insight
Nearly half of French consumers believe organisations don’t care about customer feedback
German study finds consumers believe organisations do not act on feedback shared
Seven Must Do’s For IVR Surveys
A “Journey Moment”
Further evidence that customers are shouting, but organisations are not listening
Utility companies need to make sure they have the energy to support customers through prices changes
What is in store for customer service departments in 2012
The commodity of loyalty
Tis the season to be prepared
New research reveals consumers do not believe companies care about the feedback they share
Retailers must keep customer loyalty in stock this Christmas
Make 2012 the year you look beyond the contact centre to improve the customer experience
Let service take the lead on social media
Customers do not think companies care. Are they right?
Customers Are Shouting, But Is Anybody Listening?
The ‘Big Data’ debate
How would your customers SWOT you?
Give Your Customers a Voice Before they Go Social
Social media customer service is a failure. Discuss
Social Media Strategy – Where is the ROI?
Online shoppers still need the human touch
Groupon as part of a loyalty program? The Daily Dealer May be on to Something
Convenience Samples: Pros and Cons
The Service Recovery Paradox: No Excuse for Bad Service
Encouraging Positive Social Media Feedback
Case Study: Domino's Pizza Transactional Survey
Service Quality Gap Model
Common Rating Scales to Use when Writing Questions
Net Promoter Score (NPS) Criticisms and Best Practices
Demographic Questions: Sample Survey Template
ACSI (American Customer Satisfaction Index) Model: Strengths and Weaknesses
ACSI (American Customer Satisfaction Index) Score & Its Calculation
Age Demographics in Survey Research
Subscribe to Email Updates
Ranking Questions vs. Rating Questions
Employee Engagement Survey: The Gallup Q12
8 Pricing Research Techniques
Random Sampling Explained
Estimating Willingness to Pay
Rating Scale Comparison: Weighing Different Scales for Survey Research
Examples of Innovation in Retail Banking: "They Do Exist!"
Increasing Bank Branch Efficiency
The Van Westendorp Price Sensitivity Meter
Open-Ended Questions vs. Closed-Ended Questions
Affordable Care Act
average handle time
back office quality management
back office workforce management
back office workforce optimization
Bank and Financial Services
Branch Office Operations
contact center workforce management
contact center workforce optimization
customer engagement optimization
customer experience management
Customer Feedback Surveys
customer journey map
Customer Journey Mapping
Customer Relationship Management
Customer Satisfaction Surveys
Customer Service Surveys
Desktop and Process Analytics
Enterprise Feedback Management
enterprise performance management
Enterprise Workforce Management
Enterprise Workforce Optimization
first call resolution
Government and Public Sector
interactive voice response
Internet of Things
key performance indicators
Marketing & Customer Care
Master Data Management
Multimedia Recording and Quality Assurance
Net Promoter Score
Network Video Recorders
patient experience management
Real-time speech analytics
Research on Research
Retail Financial Services
robotic process automation
service delivery management
service level achievement
social media monitoring
Unified Agent Desktop
Video and Situational Intelligence
Video Intelligence Solutions
Video Management Software
Voice of the Customer
Voice of the Customer Analytics
voice of the employee
work allocation manager
work item tracking
Adam Golden - Managing Partner, Major Oak Consulting, A Verint Company
Alain Stephan - Global Vice President, Customer Analytics
Ardy Shahriari - Product Support Associate, Enterprise Feedback Management
Ben Smith, Global VP & GM CX Solutions
Ben Smith, VP & GM Customer Experience Solutions, Verint—and Sean Fallon, VP & GM OpinionLab, A Verint Company
Brian Koma - Vice President & Customer Experience Practice Leader
Cameron Hissey – Director, Product Strategy
Craig Seebach - Vice President, Enterprise Workforce Optimization
Dan Latimore - Banking Senior Vice President, Celent
Daniela Shelley - Product Support Associate, EFM
Dave Capuano - Global Vice President, Integrated Marketing
Dave Capuano, Verint and Michael Southworth, Contact Solutions
Dick Bucci - Founder and Chief Analyst, Pelorus Associates
Donna Fluss - President, DMG Consulting LLC
Esteban Kolsky - thinkJar
Graeme Gabriel - Strategic Back Office Workforce Optimization, EMEA
Greg Sherry - Vice President of Marketing
Hilda Blasius, Product Support Engineer
Jamie Kolsky - Product Support Associate
Jeremy Cox - Ovum, Principal Analyst and Customer Engagement Expert
Jerry Silva - Global Banking Research Director, IDC
John Chmaj and Brad Bannwart
John Wilhite - Application Learning Consultant
Jon Allen - Vice President and General Manager, Social Communities
Keith Dawson - Practice Leader, Customer Engagement, Ovum
Ken Bernhardt - Regents Professor of Marketing Emeritus, Robinson College of Business, Georgia State University
Koren Stucki - Solutions Marketing Director, Customer Analytics
Marc DeCastro - Research Director, Consumer Banking, IDC
Marije Gould - Vice President of Marketing, EMEA
Mary Lou Joseph
Mary Wardley - Vice President, Customer Care and Loyalty Research, IDC
Nancy Anderson - Vice President, Customer Support
Nancy Porte - Vice President, Global Customer Experience
Omer Minkara - Aberdeen Group, Research Director, Contact Center & Customer Experience Management
Oren Stern - Senior Vice President, Product Strategy
Oren Stern and Rajeev Venkat
Oren Stern, Senior Vice President, Product Strategy, Verint and Gal Rimon, Founder and CEO, GamEffective
Paul Stockford - Chief Analyst, Saddletree Research
Raj Sivasubramanian - Director of Customer Experience Services
Richard Snow - Vice President and Research Director, Ventana Research
Rob Howard - Vice President and General Manager, Social Communities
Roger Woolley - Vice President, Solutions Marketing
Ryan Hollenbeck, Senior Vice President, Global Marketing
Scott Hays - Vice President, Global Solutions Marketing
Steve Williams - Vice President & Global Practice Leader, Identity Analytics