How committed are you to engaging with customers? Leading organizations share a commitment to engaging with customers—capturing their feedback across all channels and then tailoring their omnichannel approach to their customers’ individual needs and preferences.
I recently shared my thoughts with the Technology Services Industry Association (TSIA) about how a connected, contextual and consistent approach to customer service helps customers do business efficiently—and then get back to their busy lives. Moreover, employees benefit too, because a central set ...
Today’s customer is smart, engaged, connected and informed. To keep pace with this new breed of customer, organizations must also become smarter and more connected. Your employees are the gateway to your customers. The best way to help ensure your customers are satisfied and loyal is to empower ...
Here at Verint, Customer Experience remains at the forefront of how we operate. We have a thoughtful, dedicated CX initiative with broad cross-functional support and fantastic customer advocacy. A big part of this success is having a dedicated operational leader for CX. 
Voice of the Customer and Customer Experience initiatives are strategic imperatives today, helping organizations measure and enhance experiences, satisfaction and loyalty.  Organizations that elevate and improve these areas can potentially realize powerful benefits including improved customer ...
Organizations are amid a shift in customer handling philosophies in an age where interactions between customers and brands are occurring increasingly primarily through online and digital channels.  The philosophy is customer experience. Brands are looking at the entire experience their customers ...
Providing great experiences for customers has become an important goal for many companies today. They recognize that creating compelling experiences is the best way to attract, retain and delight customers; engage employees; and differentiate their company from the competition. As I have discussed ...
Verint’s Ryan Hollenbeck recently spoke with Contact Center Pipeline about the art of balancing the digital and human elements of the customer experience. Organizations that strike this balance effectively can offer a broader range of customer service options to meet the needs that stem from ...
This personal property and casualty insurance provider needed the tools to address complexities that the company’s traditional methods for understanding the voice of the customer failed to address. Their previous platform was not delivering effective data that company representatives needed, so ...
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. ...
Surveys play a vital role in customer experience (CX) and are often referred to as the “backbone” of a successful program. While there are many ways to gather information from customers and consumers, surveys serve as a very important tool in collecting and managing feedback. As an experienced CX ...

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