Verint InTouch

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 ...
Serving customers with excellence is imperative in today’s highly competitive, fast-moving world. We all know that—every advantage is important. Recently, I was a panelist on a session at the Incite Customer Service Summit in New York City called “Proactive Social Care: Engage Your Online ...
Like just about everything else, the self-service channel will experience significant change in the next few years—potentially more than it has in decades. What will happen to the classic IVR? Mark Clark of Contact Solutions recently chatted with Verint’s Mark Kowal, who has spent more than 20 ...
In an age where we all seek to do more with less—and do it better—it seems there’s always an opportunity to use the latest enhancements in technology to help. Contact center teams have been evaluating call recordings for quality for years now. What is different today is that organizations that ...
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.
As many have learned when trying to uncover CX pain points, there is no “one size fits all” approach to prioritizing and acting on feedback. Often, the issues resulting in the most feedback are indeed the most significant and, once resolved, will have the biggest overall business impact.
I recently spoke with Multichannel Merchant about the rising popularity of voice-activated activities, including voice shopping. Interest in such activities is high and recent retail shifts indicate this trend is here to stay.  And, technology is catching up quickly.
Bell Canada is Canada’s largest communications company, providing broadband internet, television and mobile services to businesses and consumers throughout the country. To help maintain market leadership in an increasingly competitive marketplace, Bell Canada has put a significant focus on ...
If yours is among the growing number of companies that have embraced customer engagement as a business strategy, you may be wondering, “Should we be doing something differently than before?” The short answer is yes and no—and importantly, you should be doing the same things better.
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 ...
Verint is pleased to be a finalist in the 2017 Digital Innovation Awards by Ventana Research in the Customer Excellence category for Verint Digital Feedback Management. Digital Feedback Management is part of the company’s Voice of the Customer (VoC) suite and became part of the market-leading ...

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