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 ...
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 ...
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 ...
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 ...
Who doesn’t want more insights into the customer experience? Given this has become a primary differentiator for organizations across industries, understanding it is critically important. Journey Analytics is an emerging opportunity for CX professionals to gain valuable insights into the customer ...
Many companies around the world use customer conferences to build strong, long-lasting relationships with customers. From registration to closing, every interaction—even the brief ones—between your customers and your employees can make a big difference for conference attendees. We decided to take a ...
CRMXchange QA & Analytics Virtual Conference June 5-8; Online Webinar Verint’s Kristyn Emenecker, global vice president, product strategy group, will present “Quality Is a Contact Sport: Human Intelligence in an Artificial Intelligence World” on June 5 at 2 p.m. ET. With all the talk about ...
Making the customer experience as convenient for customers as possible is now a high priority for most organizations. Keep it simple, and then get customers on their way. A good omnichannel approach usually helps make that happen. But here’s a question: How good is an omnichannel approach if it ...
Today’s consumers have high expectations and increasingly expect their sales and service experiences to be personalized, quick and easy across all interaction channels.
When was the last time you thought about the journey from your customer’s perspective? Every organization has its own strengths, challenges and areas that need improvement. It’s easy to focus heavily on all of that and forget that every experience your customers have with you helps determine ...
The pendulum is rapidly shifting from what used to be known as customer service to the more proactive model of customer engagement. Engaged customers share the following traits: Advocate for the brand: They share positive views with friends, family and online communities.

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