Verint InTouch

Customer Engagement

Recent posts by:
Sean Mahoney
Ahhh, holidays. I use that word in both senses: a break from regular working life usually spent with friends and family that often involves travel—and the traditional celebrations occurring near the end of the calendar year. They are both often full of fun, relaxation, stress and conflict—often all ...
In my last post I emphasized the need to prevent getting “journey-jammed,” focusing too much on a goal too large to handle all at once. Here I’d like to comment on the tactical resolution to getting good, viable data from each journey. First, don’t do a survey Seems counterintuitive, coming from ...
I love to read—I’m voracious. From the sides of the morning cereal box, to magazines, to books, to blogs, to tweets, and back again—I’m reading. If I have more than 30 seconds between tasks, you’ll find me head-down reading on my iPhone. No shock, then, that I consume quite a few business books—two ...
When setting out to complete a customer experience program, it’s important to start capturing, measuring and acting on customer feedback as quickly as possible. However, it’s also critical to make sure that you do so in a manner that delivers benefits to both your organization and customers. Trying ...
As we discussed in Part 1 of this series, the New Year is a great time to review your customer experience efforts—to see what’s worked, what didn’t, and plan ahead for the future. Making the move forward from simple listening to an optimized customer experience program requires focusing on several ...
Truly, this is my favorite time of the year. No, not because the winter is finally here in full force, please! Snow storms, cancelled school, and frenzied people on the roads do not get me excited. But the chance to review my customer experience efforts with clients and colleagues? Strategy ...
Today’s customers have a voice. In fact, one of my colleagues likes to say, “Even the ants have megaphones!” And, they are using them to tell their stories about you—in surveys, contact center calls, emails and chat sessions, as well as on Facebook, Twitter and review sites. The list goes on.
I’ve noticed in conversations with various organizations that while many know how they want their customers’ experience to be, they don’t always know how to get there. The following five steps are fundamentals for planning a superior customer experience (CxP) that I’ve found are most helpful in ...
We all hate taking long and tedious surveys. But when creating them for our own organizations we sometimes struggle to keep them short and to the point. Everybody has questions they want included!  The secret to making surveys shorter is looking at them from the respondent's perspective.  Hiding ...
Maybe it’s because I was just listening to the rock band The Who on the treadmill the other day, singing “In the woods, or in the city, it’s all the same to me when I am mobile…” but doesn’t everyone, every business and every organization have to consider “going mobile” these days? It’s even become ...
So its dinnertime in October on an election year – cue the phone calls from a political party with a computer-assisted telephone interview (CATI). I live in Virginia, often a battleground state during elections, and this year the pollsters are at it with a vengeance – firing off call after ...

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