Verint InTouch

Customer Engagement

Just as you are, your customers are bombarded by digital information each day. As the noise increases, it grows increasingly challenging to gain and keep your customers’ attention. In my new blog for Customer Think, I discuss how digital feedback management solutions offer a less intrusive approach.
Customer preferences change frequently—especially when interacting with brands—so surveys and methods of contact must follow suit. Here are tips on how to keep your feedback requests relevant and built for optimal response rates.   When reviewing one of my columns from last year on how to design ...
CX and Human Resources teams are both in the people business. The days of clear departmental ownership of employee and customer engagement are behind us. Smart, forward-thinking companies striving for customer-centricity know that there is one question that really matters: how can we all work ...
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 ...
As the world leader in serving science—with a mission to enable its customers to make the world healthier, cleaner and safer—Thermo Fisher Scientific was challenged by too many survey platforms, which, in turn, made valuable survey data more difficult to manage. The company needed a single survey ...
Despite always evolving customer preferences in how to share feedback with organizations, surveys continue to be valuable. However, they must keep up with the times. Verint recently conducted a global survey that took an intensive look at how consumers like to communicate with their preferred ...
Bank branches have gradually evolved over the last decade. In lieu of the traditional brick-and-mortar design with designated teller lines, sales and lobby areas, many banks are transitioning their branches into newer formats to modernize and meet market demand. Today, there are six main categories ...
Delivering superior customer experiences is a top challenge facing many organizations today. Maybe the top. The abundance of communication channels includes phone, web, mobile apps, chat and social channels—which add varying complexities to meeting these CX challenges and truly understanding ...
Great questions drive most successful endeavors—relationships of all kinds require them. However, great questions also need to be timed well.   Asking the right question at the right moment in the customer journey is critical. If you ask people brand-new to your website what they thought of your ...
In my last blog, I explained why listening to customers can provide greater customer understanding than merely observing their behavior.   Many companies seem to agree as evidenced by the number of Voice of the Customer (VoC) programs that exist and increasing amounts of feedback consumers are ...
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 ...

Subscribe to Email Updates