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Customer Engagement

Just recently I was trying to pay for something, and my ATM card was declined. I was very embarrassed, even though the reason was simply my card had expired. When I called the bank, it turned out they had updated my address for everything except the ATM card and admitted it was because of a ...
In our The Road to Success: How to Become a “Best-in-Class Back-Office” Organization study, we found that one of the unique characteristics of today’s leading back-office organizations is their adoption of robotic process automation (RPA) technology.
Strata Data Conference “Your Enterprise AI is Only as Good as Your Data” March 6; San Jose, California  Joe Dumoulin, CTIO at Verint Next IT, will present “Your Enterprise AI is Only as Good as Your Data” at 3:30 p.m. PT. Attendees will learn about how artificial intelligence is helping ...
In my new blog for Customer Think, I discuss how the impact of the back office should not be underestimated when discussing the customer experience.
Inspiration. Professional growth. Networking. There’s a single event that can help you with all of these—and help you better leverage your Verint solutions, to boot. It’s the Verint Engage global customer conference, and registration is underway for this year’s event at the Sheraton Dallas Hotel ...
In my last post on automation and AI, I discussed how conversational AI-powered intelligent virtual assistants (IVAs) are generating a large amount of interest in the customer engagement industry.  That post continues a theme that we see in the media every day: organizations are looking at using ...
The boundaries between customer-facing, front-office channels and back-office support functions are blurring. As Ken Landoline, principal analyst at OVUM, stated in his blog, Back-Office Integration Coming to the Forefront in Customer Engagement, a number of trends are making it easier to link ...
Understanding the practical implications of digital transformation demands inclusion and assessment of the delivery capabilities of an enterprise, alongside thoughtful management to optimize. This is particularly true of those B2C businesses which are continuously faced with the challenge of ...
We have begun to see the boundaries of the contact center expanding as its functionality encroaches upon other departments within the enterprise, agents gain access to subject matter experts in other departments, and data silos have come together in the interest of improved customer service.
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 ...
Are you engaged in a customer engagement optimization initiative that you feel has the potential for broad impact at your organization? Are you working on an automation or robotics project where you wish you could have just one more round of funding from your business unit’s budget—or just one more ...

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