Earlier this week Verint took part in the Customer Contact East: Frost & Sullivan Executive MindXchange in Fort Lauderdale, Florida. Primary themes during the conference included: Digital Transformation Is Ushering in an Era of Unprecedented Change. Verint’s own research has shown that:
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 ...
Ensuring front-line employees are ambassadors for your CX program takes creativity, hard work, and—speaking for my company, at least—an ongoing commitment to find fresh, new ways to extend the CX culture throughout the organization. Are the people in your organization empowered to do what’s right ...
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 ...
Speech Analytics (SA) was introduced to the call or contact center a decade or so ago. SA transcribes and analyzes audio in every phone call to discover powerful, rich actionable insights. It has now reached a stage akin to how other contact center technologies such as Quality Management (QM) and ...
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 ...
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 ...
Future Branches November 29 – December 1; La Jolla, California Verint’s Jenni Palocsik, solutions marketing director, will participate in a panel discussion on December 1 titled “Avoid Bright Shiny Object Syndrome: Using Technology the Way Your Customer Needs It” at 12:55 p.m. ET. Buying the latest ...
Now, if a customer can say it, write it or click it, Verint and OpinionLab VoC solutions can collect, analyze and enable organizations to take action on it. Verint and OpinionLab are now one! With more customers than ever taking a “digital-first” approach to how they conduct research, perform ...
Not too surprisingly, employees do better work when they have access to what customers are thinking. So, how do you apply everything you’ve learned about customer wants and expectations to the front lines—where it makes the most difference? I’ve spent many years leading customer experience efforts ...

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