CX and Human Resources teams are both in the people business. The days of clear departmental ownership of employee and customer engagement are behind us. Smart, forward-thinking companies striving for customer-centricity know that there is one question that really matters: how can we all work ...
You probably know that online communities are growing in popularity and offer a variety of benefits. As a CX professional, I like the idea of communities. And speaking for the company I work for and its nearly two-year-old social community, I can testify to these benefits of having our own online ...
Verint is pleased to be a finalist in the 2017 Digital Innovation Awards by Ventana Research in the Customer Excellence category for Verint Digital Feedback Management. Digital Feedback Management is part of the company’s Voice of the Customer (VoC) suite and became part of the market-leading ...
This week we celebrate National Customer Service Week—and today we celebrate CX Day. However, what we’re really celebrating is our customers trusting us every day with their business. We’re thankful for the confidence that you have instilled in us and work each day to earn your business.
CRMXchange Roundtable Webinar October 12; Webinar Verint’s Kelly Koelliker, director, global solutions marketing, will present “Innovations and Trends in Customer Service” at 2 p.m. ET. This session will explore the expectations of today’s consumers—from customers being able to connect with ...
Senior executives ‘walk the walk’ in firms that are truly customer-centric. How can you make it happen?   Senior executive buy-in is high on the list of ingredients for successful customer experience (CX) programs. In a previous column, I wrote about how to achieve this when you’re starting a ...
Website design is something many companies wrestle with—if you ask ten people, you’ll get ten opinions. However, when you make it easy for your customers to offer their insights, you get the feedback you need the most. OpinionLab’s Tim Whiting shares some thoughts based on his experiences in this ...
In my last post, I reflected on my vacation to the Galapagos and my thoughts on how customer experience programs needed to evolve similarly to how various endemic species of the Galapagos were required to in order to survive. Building on that comparison, specifically with regard to the idea of ...
Despite always evolving customer preferences in how to share feedback with organizations, surveys continue to be valuable. However, they must keep up with the times. Verint recently conducted a global survey that took an intensive look at how consumers like to communicate with their preferred ...
One of the leading industrial solutions providers in the United States and a longtime Verint customer, MSC Industrial Supply Co. was interested in how it could improve productivity, enhance the customer experience, and keep operating costs down through a single, unified workforce optimization ...
Mini-journey mapping and other employee/customer engagement strategies can help make your next conference the best one yet.   Customer conferences provide a wealth of opportunities for companies to build long-lasting relationships with customers, but exciting keynote speakers and relevant breakout ...

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