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Customer Engagement

What happens when a premier cruise line makes business outcomes a top priority? I recently met with two leaders from the cruise line, and they shared insights and experiences on how they drive customer engagement—while adding real value to their organization by leveraging some of the latest ...
Enhancing what you have to deliver better experiences A question being asked within many organizations is—how can we deliver better customer experiences? What solutions should we invest in to help achieve customer experience goals and meet customer expectations? Often we look to new and shiny when ...
Are your managers drowning in too much information? It’s quite likely they are. Operational areas are typically under pressure to achieve better results, but it can be challenging for managers to know where to make changes or focus their efforts. Rather than not having enough information, this ...
As you start to finalize 2017 planning for your organization, have you looked “outside in” and gathered ideas and insights from other organizations for the customer engagement optimization elements of your planning?   Considerations for a well thought out customer engagement strategy include ...
As Ryan Hollenbeck mentioned in his July 7 blog, Verint recently hosted the Engage™ 2016 customer conference for more than 1,200 attendees from over 15 countries.  Conference sessions included keynotes, panels, breakout sessions, and other interactive workshops and meetings. We also held an ...
We all know that today’s customers have higher expectations than ever before. As highlighted in my recent Dataquest feature, the proliferation of the multi-device, omnichannel culture has made it more difficult than ever for organizations to manage the people and processes required to respond to ...
It’s been a long-held challenge for workforce planners to adequately staff up their organisation for the ‘lunch-time rush’. Late morning to early afternoon has typically seen consumers diving for the phone en masse in a bid to contact their service provider at a time deemed ‘convenient’ by social ...

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