The Intelligent Contact Center meets customers when and where they are, providing connected service on a variety of channels. So, what does this actually look like in practice—and how can you get started to provide intelligent service to your customers?
Milestones are important reminders. What will your brand’s promise and purpose be in 2017, and where does the Customer Experience (CX) Program fit in? Perhaps more importantly, what should we as CX professionals consider about the brand? It’s no secret that the New Year is when most of us slow down ...
While the world has embraced digital for both their entertainment and business purposes, something has emerged recently that may surprise a few people. The human element of customer service is not going anywhere—in fact, it may be more important than ever. A Verint survey of more than 24,000 ...
Building a great journey map is not easy. In our experience, the best approach is to make the initial investment in a holistic map and its supporting customer data, and then drill down to solve transactional issues in the next phase.
Here at Verint, Customer Experience remains at the forefront of how we operate. We have a thoughtful, dedicated CX initiative with broad cross-functional support and fantastic customer advocacy. A big part of this success is having a dedicated operational leader for CX. 
Voice of the Customer and Customer Experience initiatives are strategic imperatives today, helping organizations measure and enhance experiences, satisfaction and loyalty.  Organizations that elevate and improve these areas can potentially realize powerful benefits including improved customer ...
Organizations are amid a shift in customer handling philosophies in an age where interactions between customers and brands are occurring increasingly primarily through online and digital channels.  The philosophy is customer experience. Brands are looking at the entire experience their customers ...
Providing great experiences for customers has become an important goal for many companies today. They recognize that creating compelling experiences is the best way to attract, retain and delight customers; engage employees; and differentiate their company from the competition. As I have discussed ...
Verint’s Ryan Hollenbeck recently spoke with Contact Center Pipeline about the art of balancing the digital and human elements of the customer experience. Organizations that strike this balance effectively can offer a broader range of customer service options to meet the needs that stem from ...
Managing to Service Level Agreements (SLAs) can be a daunting challenge, mostly because few organizations can view and track service requests and work items from the point of origin all the way through execution. 
Surveys play a vital role in customer experience (CX) and are often referred to as the “backbone” of a successful program. While there are many ways to gather information from customers and consumers, surveys serve as a very important tool in collecting and managing feedback. As an experienced CX ...

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