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Customer Engagement

The recent influx of news about advances in automation technology can create some employee anxiety—however, there’s good news. These capabilities can actually empower employees and make their lives—and those of your customers—even better. Using technology to automate your quality program—from ...
DestinationCRM Roundtable: Delivering Great Customer Experiences That Actually Achieve Measurable Business Outcomes November 8; Online Webinar Verint’s Raj Sivasubramanian, director, CX consulting services, will explain how to deliver CX initiatives that positively impact broader business ...
A recent Insurance Networking News article by Nathan Golia (@NathanGolia) references a West Monroe Partners’ study on data analytics in insurance companies that found “Two-thirds of the 122 respondents to the survey said data quality and accuracy was the greatest challenge to advanced analytics.”  ...
Interest in Robotic Process Automation (RPA) remains high. More and more organizations are exploring the potential use of software robots to automate tasks or entire processes using desktop applications to improve their operations. This often aligns with the ongoing need to improve productivity and ...
If asked if it was better to automate processes rather than perform them manually, most would respond with a resounding, “Yes!” Robotic Process Automation enables organizations to use software robots to complete repetitive, time-consuming work to significantly increase productivity, improve quality ...
Part one of this blog series introduced the lesser known benefits of gamification. In this post, we’ll explore how gamification can actually help create happier, more engaged employees. Employers are looking for ways to create more satisfied employees. That helps with customer experiences and ...
By now, we probably all recognize that the nature of banking is changing fairly dramatically. Routine transactions are shifting away from the branch as digital channels grow in popularity, thus reducing branch visits—and more significantly for banks—reducing the face-to-face sales and service ...
A Forrester Research, Inc. report from November 2014 (“Better Customer Relationships Require Trusted Data” by Michele Goetz and Kate Leggett) pointed out the vital role of data quality in the success of CRM delivery, which, in the “age of the customer,” is intrinsically linked to the optimization ...

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