Great questions drive most successful endeavors—relationships of all kinds require them. However, great questions also need to be timed well.   Asking the right question at the right moment in the customer journey is critical. If you ask people brand-new to your website what they thought of your ...
As a business, participating in social communities is good. Having your own social community is better. For some companies, the use of the term social community represents the collection of public social networks such as Facebook, Twitter and LinkedIn where they can “cast a wide net” to share ...
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 ...
“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 ...
Verint’s Ryan Hollenbeck, senior vice president, global marketing, recently spoke with Ginger Conlon, contributing editor at MarTech Advisor.
No doubt you’ve heard a few things about artificial intelligence (AI)—what it can potentially offer to organizations and how it may even permanently change the business landscape. People who engage customers every day want to know this: How can artificial intelligence offer very real insights into ...
CRMXchange Roundtable: Best Practices in Workforce Management July 11; Online Webinar Jenni Palocsik, senior director, solutions marketing, will present “Best Practices in Workforce Management” at 2 p.m. ET. Organizations need to be able to react swiftly and efficiently to the intraday management ...

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