Verint InTouch

Customer Engagement

Recent posts by:
Dave Capuano - Global Vice President, Integrated Marketing
More digital and automation is what consumers want, right?  Well not so fast.  Consumers around the world have spoken—and more than four out of five of them believe speaking with a person will always be an important part of the customer service equation.
I was reading a Forrester Brief from Ian Jacobs1 recently on the topic of speech analytics. One thing that really caught my eye in the brief was his suggestion of using analytics to improve the quality management process. In the brief Ian wrote the following: “A solid quality-driven analytics ...
There is a tremendous opportunity to improve how quality is managed in most contact centers. It is ripe for disruption. As I was putting together my thoughts on this blog I went to Investopedia to look up their definition of Quality Management. They state that quality management is the act of ...
Over the past couple of months, I’ve been reading quite a few articles on 2016 predictions. Many of the write-ups speak to important topics: digital first, cloud, mobile, predictive, knowledge management, self-service, customer journey mapping and more. While I enjoy seeing what others predict, I ...
It has been quite a year in the technology sector. For those of us focused on customer-centric technologies, we’ve had to cover a broad set of topics: Digital disruption, the Internet of Things, mobile, cloud, analytics, security, customer experience, and customer engagement to just name a few. ...
This past week we held a webinar with Jeremy Cox from Ovum to review some research of more than 18,000 global consumers. Jeremy did a great job walking us through the data and laying out many of the aspects of customer engagement that organizations need to consider. One of the more interesting ...
Check out this infographic from Ventana Research1 that we are using as part of a marketing campaign. The infographic, titled Customer Engagement in the Digital Age, shows that companies have to support up to 17 channels of engagement to interact with customers. Read that again. I don’t know about ...
In my last blog, I described the two-sided challenge for organizations of rapidly evolving technology and constantly increasing customer expectations for a simple, virtually painless experience—no matter their chosen touch point. And, it’s not just customers who are becoming more demanding. It’s ...
Digital disruption is here to stay—as are expectations of near instantaneous answers and action. So, navigating digital disruption is forcing organizations to be more focused and responsive to the needs of customers than ever before. With infinitely more choices at their fingertips, consumers have ...
I always find it interesting when people fight the inevitable. I live and work in the Washington D.C. area and fly out of Washington Dulles often. Like most in the tech industry, I use Uber or Lyft to get to and from the airport. It is convenient, reliable and most of all, easy. All I need is my ...
Recently I was reading a great article by Paul Greenberg titled “The clarity of definition: CRM, CE and CX. Should we care?”. As I read through the piece, which does a great job at boiling down how customers can think of these three areas, all I could think about is how confusing the market is ...

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