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Customer Engagement

Join April 12 Webcast to Explore Key Findings and Takeaways from This Research Additional results from our large-scale study of more than 36,000 consumers across 18 countries highlight the importance of transparency and trust. The study reveals organizations must balance a fine line between ...
Digital and Live Events Throughout April Explore the Power of AI and Automation, the Rise of IVAs, New Global Research Findings and More Customer Interview Series “Smooth Sailing Ahead with Analytics and Automation” April 3 Webinar What happens when a premier cruise line makes business outcomes a ...
I love to see new stats and research about the future of customer engagement. If it’s research-backed and numbers-driven, then count me in! These provocative trends are what drive a lot of our thinking here at Verint, as we’re eager to learn if the future trends in these studies align with our ...
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 ...
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 ...
What did more than 2,000 American consumers tell us1 made a recent positive customer experience better than their experiences with other companies? 47% felt they dealt with my request quickly 34% said they understood my issue and history 33% felt the person they spoke to was able to make decisions ...
If you are a fan of baseball, Kevin Costner or simply great movies, you probably have watched "Field of Dreams." Costner’s character, farmer Ray Kinsella, hears a whispering voice while walking one evening in his corn field. “If you build it, he will come.” Ray, with innocent enthusiasm, builds a ...
Capturing and analyzing customer input across web, telephone, email and mobile channels can help organizations drive customer engagement optimization. But what specific approaches should you take? One of the top accounting and business consulting firms in North America recognizes that customer ...
In the interest of full disclosure, let me make it clear up-front that I am a huge fan of surveys. Surveys are a big part of my work at Saddletree Research and are essential to the work I do with the National Association of Call Centers (NACC) at The University of Southern Mississippi. For example, ...
Did you know that you can use Verint Enterprise Feedback Management (Version 7.1 and higher) to route participants to a website after submitting a survey? You can easily redirect to a company web site or another survey by following the simple steps below: Within the survey Design tab, select the ...

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