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.
Is your organization still plagued with operational silos? Are you chained to outdated legacy systems? Is meeting customer demand and expectations the focus of just the front office, or your entire company?  If you answered yes to any of these questions, then likely your operations are living in ...
Whether transactional or holistic, journey maps need customer data to be relevant and credible. In last month’s article, I discussed how to get the most from customer journey maps and how to make them work for your organization. Many of you asked for more details about how to build one, so I will ...
Just upgrading a touchpoint is so 2016. Comparing current and desired experiences is a good foundation for a CX plan. Much has been written about how to develop a customer journey map. It’s a popular topic, and many professionals across different experience areas have put their own spin on the ...
Verint recently took part in the Customer Response Summit in Las Vegas, a forum for customer experience and customer service executives.  One of the primary themes of the conference was “Leaders Learning from Leaders.”   Verint’s contribution to this theme was an interactive general session called ...
Renowned photojournalist, author, and adventurer Dewitt Jones will be a keynote speaker at the Verint Engage Global Customer Conference in Orlando. Held May 22- 25, Engage provides a unique forum for Verint customers and partners to network with industry leaders, share ideas and perspectives, and ...
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 ...
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.
How can organizations start to think more strategically in the New Year about maximizing their technology investments? One way is by looking at IVR and WFO-generated customer insights as a single entity—rather than separate ones.
These days everyone is trying to better understand their customers’ needs and preferences. Armed with this knowledge, organizations can better prioritize the customer experience and build more loyal, long-term customers. As part of this process, there’s real value in mapping customer journeys. ...
CRM Xchange Virtual Conference November 3; Best Practices Roundtable Verint’s Rajeev Venkat, senior director, solutions marketing, will present “E2 = CEO” as part of the “Best Practices in 60 Minutes” roundtable at 4 p.m. ET with an emphasis on employees and the enterprise for successful Customer ...

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