Organizations are increasingly realizing the critical role that customer experience plays in long-term success. Loyal customers are born from great customer experiences—once your organization can consistently and efficiently meet your customers’ needs, you become the first choice.
Ventana Research is seeking customer analytics professionals to participate in a benchmark research survey designed to uncover organizations’ current and planned use of analytics on all things customer related—marketing, sales, service, contact center and customer engagement.
Verint Summer School 2017 August 1-24; Webinar Series Verint experts will present 15 English and Dutch interactive webinars throughout August on effective ways to enhance interactions with customers. This series will explore a wide variety of topics, including employee engagement, workforce ...
A well thought-out voice of the customer (VoC) strategy has become a strategic imperative for measuring and improving customers’ experiences, satisfaction and loyalty. Listening, analyzing and acting on the voice of the customer across digital and traditional channels (e.g., text, phone, email, ...
In a recent ETCIO.com article, Firstsource’s Aparajita Gupta, senior vice president, digital support and analytics, describes how using Verint Speech and Text Analytics helped the India-based business process outsourcer analyze huge volumes of data and—importantly for its customers—find root causes ...
The authors of the recent McKinsey Quarterly article, What does automation mean for general and administrative (G&A) and the back office? state that when it comes to Robotic Process Automation (RPA), “Getting started is the easy part … But scaling is hard.” 1 Many customers are jumping into ...
“How can I SPEAK to a human being???? “Terrible customer service! I am unable to speak to a rep regarding a billing question.” “I have been calling for months for you to correct my address. EVERY time it reverts back to the wrong address and my auto pay gets canceled…” These are real comments left ...
Strengthening the customer experience—and thus customer loyalty—is top of mind for organizations today. Every advantage is important—and every interaction between a company and customer is, in essence, an information exchange. Key to those interactions is access to timely, accurate information ...
In part 1 and part 2 of this blog series, we looked at the background of Smart City initiatives and discussed how combining the networks of sensors and other devices—and particularly the data they generate—can give us powerful and unexpected insights into how to make life better for citizens around ...
Verint’s Ryan Hollenbeck, senior vice president, global marketing, recently spoke with Ginger Conlon, contributing editor at MarTech Advisor.
In our last knowledge management (KM) blog, we discussed how critical it is to link your KM capabilities and activities to outcomes. Building this connection serves as the foundation to establishing a ‘value-driven’ KM program.  Our customers often have a clear vision for KM and a good sense of the ...

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