In my last post, I said listening to customers and capturing feedback across all channels is a crucial step to delivering great customer experiences in today’s omnichannel world. I’ve noticed a growing school of thought in the digital world that merely observing and analyzing customer behavior can ...
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.
In my previous blog I discussed the importance of your customers trusting you with their information. While they do want you to tailor your service to their preferences—as we all know—they also want you to keep their personal data secure in the process. This isn’t an easy road to walk, so let’s ...
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 ...
There has been much said recently about digital disruption and the exponential growth in the use of digital means of interaction between consumers and organizations. Rightly so! Facebook itself has approximately 1.8 billion users and almost all consumers are armed with smartphones. These and other ...
What is an improvement in a company’s customer experience worth in dollars and cents? Customer experience (CX) professionals frequently encounter this question. In fact a recent Forrester Research survey found that 50% can’t answer it. 1
Chief Customer Office Melbourne April 4-5; Melbourne, Australia Verint’s Martyn Riddle, marketing director, Asia Pacific region, will present “The Contact Centre: Your Secret Weapon in Delivering Exemplary Customer Experiences” at 10:25 a.m. AEDT on April 4. Riddle will discuss how equipping your ...
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 ...
No doubt contact center executives have a great deal to occupy their thoughts day and night. To execs who are hoping for a better night’s sleep—good news awaits you. It is quite likely that a solution to help reduce your operational headaches may be closer than you think.
Have you or someone within your organization used Verint software—including Contact Solutions, Telligent, Adtech and OpinionLab—to optimize customer engagement? Has this person helped increase customer satisfaction, build customer loyalty, drive revenue, improve operational efficiencies, and/or ...
If you’re part of an organization in today’s complex and competitive world, is it better to be trusted or loved? While it’s likely true that almost every organization wants to be loved, it’s fairly tough to keep your customers if you aren’t trusted. We all know gaining new customers isn’t easy—and ...

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