Verint InTouch

Customer Engagement

Recent posts by:
Daniel Ziv
I recently spoke with Multichannel Merchant about the rising popularity of voice-activated activities, including voice shopping. Interest in such activities is high and recent retail shifts indicate this trend is here to stay.  And, technology is catching up quickly.
Have you ever misplaced your wallet and after frantically searching for it for 20 minutes that seem like eternity, decided it must be stolen—and that it’s time to call your bank to cancel all your cards?
I recently spoke with Dataquest India about the growth rate for speech analytics there—I would estimate it’s at least 30% if not higher. In my view, it is becoming standard table stakes not just for the BPO market—which in many cases is being demanded by U.S. and other clients to provide speech ...
Organizations around the world are trying to find their “brand champions” to help them build their brand, increase loyalty and gain new customers. On the flip side of that is something you may have started thinking about lately: how to minimize “super detractors.” As you’ll read in my recent CIO ...
While the world has embraced digital for both their entertainment and business purposes, something has emerged recently that may surprise a few people. The human element of customer service is not going anywhere—in fact, it may be more important than ever. A Verint survey of more than 24,000 ...
In today’s fast-paced, attention-span challenged world, explaining customer behaviors and driving action are paramount. Organizations that take a good look at unstructured data—such as phone, email, and chat—can gain another view and a better platform for influencing their prospects and customers.
As organizations place increasing value on what their customers think and feel, the potential in evaluating a customer’s actual words cannot be overstated. The effects of understanding and then acting on this information can positively affect how all departments prioritize their work. Recently I ...
We’ve probably all heard that context is king. In the realm of understanding customer needs in an increasingly complex world, the importance of this phrase cannot be underestimated. Are you mining the wealth of data in customer analytics to improve your customer relationships? I recently spoke with ...
How to best analyze and understand customer calls in order to serve customers better and help keep them loyal is an ongoing challenge for organizations. Verint has made that easier with its cutting-edge advancements to the Verint Speech Analytics™ solution, part of the Verint Customer Engagement ...
Are you using your customer data to full advantage? You might be surprised at the difference you can make in customer engagement by applying the data you already have to help your customers. I recently spoke with Customer Experience Report about an experience I had at a Japanese hotel where ...
Customer loyalty is at stake with every customer interaction. As such, so is the financial success of your organization. Not only that, but today’s customers are using more channels than ever before. Their demands are higher than ever—and getting higher all the time. The new reality is that ...

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