Verint’s Ryan Hollenbeck, senior vice president, global marketing, recently spoke with Engagement Strategies Media about why engagement is emerging as a field with significant room for growth.  As today’s world moves faster and customer demands only grow, there’s a major competitive advantage for ...
Have you ever misplaced your wallet and after frantically searching for it for 20 minutes that seem like eternity, decided it must be stolen—and that it’s time to call your bank to cancel all your cards?
Customer satisfaction requires all parts of an organization to operate well together. A good conversation with a customer can quickly be undone by a poor transaction conducted in the back office. Digital transformation has traditionally centered on customer-facing parts of the organization—the ...
Robotic Process Automation (RPA) has historically referred to powerful software robots that can execute work on a virtual desktop or in a back-office server—automatically, around the clock, and without involving human employees. I discussed how robots can help improve work productivity in a ...
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 the first blog in this series we discussed the scalability of process improvement resources. In the second blog, we discussed the structure needed to prioritize processes for re-engineering and/or automation. So, once you have re-engineered a process, how do you make it stick and help ensure the ...
In the first blog in this series, we discussed how organizations can help optimize the impact and scalability of their corporate Lean and Six Sigma teams.  In this blog we’ll be addressing how these teams can prioritize processes for re-engineering or automation. In a recorded webinar, Creating ...
You’ve scored big with C-level buy-in and you’re starting to engage the frontlines. Here are three strategies for ensuring middle managers are CX advocates, too.   Some frontline employees are CX naturals. They have an intrinsic understanding of what it means to be customer-centric in the work they ...

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