verint_logo_color_2x.png

Customer Engagement

When was the last time you examined why your CX program does what it does? In this era of increasing expectations and often decreasing budgets, asking “why” about focus areas can make a significant difference. No one has the luxury of boiling the ocean, so prioritizing business objectives is ...
CRMXchange Roundtable: Best Practices in Workforce Management July 11; Online Webinar Jenni Palocsik, senior director, solutions marketing, will present “Best Practices in Workforce Management” at 2 p.m. ET. Organizations need to be able to react swiftly and efficiently to the intraday management ...
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 ...
  Earlier this week Verint took part in the Customer Contact East: Frost & Sullivan Executive MindXchange in Fort Lauderdale, Florida. Primary themes during the conference included: Digital Transformation Is Ushering in an Era of Unprecedented Change. Verint’s own research has shown that:
Spring is a big season for customer service and customer experience conferences. I get the chance to attend several of them. They are typically very lively affairs with great keynote speakers and glowing field reports from leading practitioners. At a recent customer experience conference, I heard a ...
Whether it’s a phone conversation with an insurer, a live chat with the cable company, or a conversation at your bank branch, there are really just two fundamental things a customer wants: better outcomes and less effort. Better Outcomes The goal of any customer service interaction is to resolve ...
I recently had lunch with a Verint customer who is a senior vice president of customer advocacy at a global software company. He outlined how delivering a superior customer experience should be at the heart of an enterprise strategy for growth and sustainable success. He discussed the importance of ...
I remember being told that a customer who receives excellent customer service will tell one person about their experience, but a customer who receives poor service will tell ten. This always seemed quite harsh to me, as if little appreciation was given to those people who strive to build a ...

Subscribe to Email Updates