Actions speak louder than words, as we have all heard. Executives who walk the talk send a clear message to employees about what the real priorities are. Many organizations today want to effectively embed the voice of the customer into daily activities—their effectiveness will largely depend on how ...
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 ...
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.
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, ...
“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 ...
Activities continued this week in Orlando as part of the Verint Engage 2017 Global Customer Conference at the Loews Royal Pacific Resort. Click here for a look back at how the event opened.
The 2017 Engage Global Customer Conference in sunny Orlando, Florida has kicked off and is going strong! We are delighted to welcome users of solutions and services from Verint as well as the latest additions to our family of companies—Telligent, Contact Solutions and for the first time, OpinionLab.
Today’s consumers have high expectations and increasingly expect their sales and service experiences to be personalized, quick and easy across all interaction channels.
Much attention is paid to the quality of contact center technology and memorable customer experiences to help develop long-term customers. Rightfully so—those elements of doing business are critical. However, it’s also important not to lose sight of one of the fundamental building blocks of ...

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