Verint InTouch

Customer Engagement

Senior executives ‘walk the walk’ in firms that are truly customer-centric. How can you make it happen?   Senior executive buy-in is high on the list of ingredients for successful customer experience (CX) programs. In a previous column, I wrote about how to achieve this when you’re starting a ...
In my last blog, Social Community—Hey, Get Your Own!, I explained how public social networks and corporate-owned social communities are used to expand reach and improve customer engagement. In this blog, I’ll explore how these networks and communities—when used together—create a more comprehensive, ...
Actions speak louder than words, as we have all heard. Executives who walk the talk send a clear message to employees about what the real priorities are. Many organizations today want to effectively embed the voice of the customer into daily activities—their effectiveness will largely depend on how ...
Organizations are increasingly realizing the critical role that customer experience plays in long-term success. Loyal customers are born from great customer experiences—once your organization can consistently and efficiently meet your customers’ needs, you become the first choice.
Who doesn’t want more insights into the customer experience? Given this has become a primary differentiator for organizations across industries, understanding it is critically important. Journey Analytics is an emerging opportunity for CX professionals to gain valuable insights into the customer ...
Making the customer experience as convenient for customers as possible is now a high priority for most organizations. Keep it simple, and then get customers on their way. A good omnichannel approach usually helps make that happen. But here’s a question: How good is an omnichannel approach if it ...
Milestones are important reminders. What will your brand’s promise and purpose be in 2017, and where does the Customer Experience (CX) Program fit in? Perhaps more importantly, what should we as CX professionals consider about the brand? It’s no secret that the New Year is when most of us slow down ...
Organizations are amid a shift in customer handling philosophies in an age where interactions between customers and brands are occurring increasingly primarily through online and digital channels.  The philosophy is customer experience. Brands are looking at the entire experience their customers ...
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 ...
Verint’s John Chmaj, senior practice director for knowledge management, recently shared his thoughts with the Technology Services Industry Association (TSIA) about why knowledge management can be a potential game changer.
November 17 CRMXchange Webinar to Explore the Difference between Customer Experience Failure and Success The difference between delivering a customer experience failure or success can be razor thin. A colleague worked with a technology company that differentiated their commodity services with a ...

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