Verint

MAY 23, 2017

The 2017 Engage Global Customer Conference in sunny Orlando, Florida has kicked off and is going strong! We are delighted to welcome users of solutions and services from Verint as well as the latest additions to our family of companies—Telligent, Contact Solutions and for the first time, OpinionLab.

Conference 36

Conference Engagement Customers Company 36

Verint

MAY 25, 2017

Activities continued this week in Orlando as part of the Verint Engage 2017 Global Customer Conference at the Loews Royal Pacific Resort. Click here for a look back at how the event opened.

Conference 39

Conference Engagement Customers Customer Focused 39

ShepHyken

JULY 31, 2017

This time he shares three simple ideas on the hot topic of customer engagement. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com.

Net Promoter Score 51

Net Promoter Score Customer Service Hotels Effort Score 51

Verint

MAY 1, 2017

CX Sydney 2017. Verint’s Martyn Riddle, marketing director, Asia Pacific region, will present as part of a panel called “Customer-Obsessed Game Changers” at this Forrester event at 2:50 p.m. May 9; Sydney, Australia.

Customer Focused 27

Customer Focused Loyalty Culture Groups 27

Verint

DECEMBER 14, 2016

Over the years, one question has become an integral part of my process of closing out one year and beginning a new one: What will the brand’s promise and purpose be in 2017? Is there room for improvement?

Brands 31

Brands Customer Experience Customer Focused Customer Satisfaction 31

Verint

MAY 1, 2018

A study published in 2017 investigated the presence and effects of relational language on intelligent virtual agents (IVAs). Ian Beaver and Cynthia Freeman, product experts from Next IT-Verint, will present “From Here to ‘Her’: Evolving Chatbot Interactions to Meet the Relational Needs of Humans” at 4:50 p.m. ET on May 2.

Self Service 22

Self Service Customer Engagement Engagement Omni-Channel 22

Verint

JANUARY 23, 2017

Organizations that strike this balance effectively can offer a broader range of customer service options to meet the needs that stem from constantly evolving customer preferences.

Customer Experience 20

Customer Experience Contact Center Customers Meeting 20

Storyminers

MAY 21, 2020

This post first appeared in CMO Australia in late 2017. Too many organisations are “doing” before “designing” when it comes to digital transformation and customer experience. Wittenstein agreed that with the arrival of more technology at the front end of engagement, marketing and customer experience are aggressively coming together.

Culture 147

Culture Voice of Customer Fashion Strategy 147

Verint

FEBRUARY 21, 2017

What will your brand’s promise and purpose be in 2017, and where does the Customer Experience (CX) Program fit in? Milestones are important reminders. Perhaps more importantly, what should we as CX professionals consider about the brand?

Brands 24

Brands Customer Experience Customer Focused Customer Satisfaction 24

ShepHyken

FEBRUARY 26, 2018

Can awful airline customer service be overridden with AI and analytics? tnooz) After the debacles that occurred within domestic air travel in 2017, it’s clear airlines need to look carefully at their customer service tactics. This, according to the article, can put a company that’s not customer focused in a “fragile” position.

Airlines 78

Airlines Customer Service Loyalty Programs Chatbots 78

Storyminers

JULY 29, 2018

This post first appeared in CMO Australia in late 2017. Too many organisations are “doing” before “designing” when it comes to digital and customer transformation, and not going deep enough into insights analysis and cultural change. Thanks to Nadia Cameron for a great interview!

Culture 113

Culture Voice of Customer Fashion Customer Experience Design 113

Storyminers

JULY 29, 2018

This post first appeared in CMO Australia in late 2017. Too many organisations are “doing” before “designing” when it comes to digital transformation and customer experience. Wittenstein agreed that with the arrival of more technology at the front end of engagement, marketing and customer experience are aggressively coming together.

Culture 100

Culture Voice of Customer Fashion Strategy 100

ShepHyken

NOVEMBER 13, 2017

(CustomerThink) Customer experience (CX) has gained a newfound glory in today’s industrial landscape. CX along with employee engagement are the focal points for companies who are looking to improve brand loyalty and customer engagement. For information contact or www.hyken.com. Follow on Twitter: @Hyken.

Customer Service 15

Customer Service Chatbots Loyalty Programs Social Media 15

ClientSuccess

AUGUST 30, 2018

As a customer success leader with over 30 years of experience in the technology industry, Carine brought her story of dedication, personalization, and resiliency to the CS100 Summit stage and discussed how an organization-wide culture of customer-focused success is key for innovative companies to thrive in today’s marketplace.

Leadership 40

Leadership Customer Success eBook Culture 40

Verint

MARCH 23, 2018

In a 2017 Aberdeen Group study, errors and delays in the back office are the #2 cause of customer dissatisfaction. The back office is an area of untapped potential for improving margins and customer engagement. 1 The Business Value of a Next-Generation Back Office Organization, Aberdeen Group, May 2017.

Customer Service 30

Customer Service Banking Insurance Groups 30

Verint

OCTOBER 2, 2017

This session will explore the expectations of today’s consumers—from customers being able to connect with businesses whenever and however they choose, to businesses being able to interact and maintain context throughout every phase of the customer interaction. Sitecore Symposium 2017. October 16-19; Las Vegas, Nevada.

Analysis 30

Analysis Customer Service Contact Center Omni-Channel 30

Verint

DECEMBER 5, 2017

The boundaries between customer-facing, front-office channels and back-office support functions are blurring. In a spring 2017 survey, Aberdeen Group found that the No. 2 cause of customer dissatisfaction is delays and errors in the back-office 1. The increase in channel digitization. Why Extend WFO into the Back Office?

Contact Center 28

Contact Center Call Center Culture Trends 28

CustomerSuccessBox

DECEMBER 6, 2021

He is a complete customer-centric growth mastermind. His brainchild, Sixteen Ventures , is his medium of sharing his expertise and ideas to help businesses obtain sales acceleration and augment customer engagement. She has spent over 20 years building and scaling world-class customer success organizations and operations.

Customer Success 52

Customer Success Consulting Chief Customer Officer B2B 52

Verint

MARCH 14, 2018

This customer focus is part of our culture and carries directly into our offerings, which have again been recognized by DMG Consulting, receiving perfect scores—five out of five—in several key product satisfaction categories. 1 DMG Consulting LLC, 2017-2018 Workforce Optimization (WFO) Product and Market Report.

Customer Satisfaction 28

Customer Satisfaction Innovation Consulting Report 28

Verint

MAY 2, 2017

We recently announced that we have received perfect scores—five out of five—in several key product satisfaction categories in DMG Consulting LLC’s new “2017/2018 Workforce Management Product and Market Report.”. Once again Verint solutions have been recognized, this time by DMG Consulting.

Examples 35

Examples Management Consulting Report 35

Avaya

APRIL 27, 2017

But this May 22-25, when you arrive in Orlando for the 2017 ICMI Contact Center Expo and Conference , we think you’ll be heading for what we like to call the second happiest place on earth. We’ll show customer-focused companies our latest innovations. Sometimes you travel to Orlando to really fun destinations.

Contact Center 54

Contact Center Omni-Channel Customer Journeys Multi-Channel 54

Verint

AUGUST 17, 2017

The question was, “What’s keeping you up at night when you think about your contact center in 2017 and beyond.”. The responses were remarkably similar—18 of the 20 customer service professionals I interviewed voiced their concern over what can be broadly categorized as employee engagement.

Contact Center 30

Contact Center Employee Engagement Engagement Gamification 30

Verint

SEPTEMBER 19, 2017

The Saddletree 2017 survey indicates that the contact center industry is taking this industry change quite seriously. If you refer to my August 2017 blog post , you’ll see that 88 percent of the U.S.

Employee Engagement 32

Employee Engagement Engagement Contact Center Software 32

Verint

AUGUST 31, 2017

Engage APAC Customer and Partner Conference 2017. Verint will gather attendees from all over the Asia Pacific region and around the world for this event to highlight customer success, solution innovation, customer experience (CX) insights and best practices for maximizing customer and employee engagement.

Culture 27

Culture Engagement Customer Service Conference 27

Verint

DECEMBER 15, 2017

The results of Saddletree Research’s 2017 survey of end users, completed during the third quarter of 2017, reveals the relatively high level of market penetration of quality management in the U.S. The latest technology to feel the touch of automation is quality management—the most widely deployed and utilized solution in the U.S.

Management 29

Management Contact Center Call Recording Employee Engagement 29

Lumoa

OCTOBER 31, 2018

As more industries continue to be disrupted by smaller, more agile, niche specialists who are better able to meet the needs and expectations of customers, larger, legacy businesses are at serious risk of losing relevance with their customers and potentially ceasing to exist.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Verint

JANUARY 30, 2018

My time is spent less on technical issues and more on increasing customer engagement, identifying champions, recruiting more community members, and ensuring members know how to do simple things like calling on other customers that can share perspectives and experiences, and answer questions. No worries!

Conference 38

Conference Analytics Guidelines Interaction 38

Verint

AUGUST 1, 2017

Verint Summer School 2017. Verint experts will present 15 English and Dutch interactive webinars throughout August on effective ways to enhance interactions with customers. August 1-24; Webinar Series.

Customer Experience 25

Customer Experience ROI Analytics Employee Engagement 25

Verint

SEPTEMBER 12, 2017

Using solutions to match skilled resources to branch formats, collect performance data and customer feedback, and analyze branch interactions for quality and compliance will be key to helping banks reach these goals. This blog originally appeared in the Banking Exchange August/September 2017 publication, Branch Angst.

Banking 39

Banking Self Service Feedback Meeting 39

Verint

SEPTEMBER 21, 2017

greater year-over-year growth in annual company revenue, and enjoyed an 88 percent customer retention rate vs. 43 percent for all others surveyed. 1 and 2 The Business Value of a Next-Generation Back Office Organization , Aberdeen Group, June 2017. To learn more, listen to the on-demand webinar.

Customer Centricity 37

Customer Centricity Insurance Groups Contact Center 37

Storyminers

JULY 6, 2020

He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. Jeff helps clients develop customer-focused cultures.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. Jeff helps clients develop customer-focused cultures.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Verint

SEPTEMBER 7, 2017

Mini-journey mapping and other employee/customer engagement strategies can help make your next conference the best one yet. From registration to closing, every interaction—even the micro ones—between your customers and your employees can make the difference between an amazing or so-so experience for conference attendees.

Conference 25

Conference Customer Journeys Employee Engagement Effort Score 25

Verint

NOVEMBER 8, 2017

Learn more about how Verint’s comprehensive and robust surveillance systems can provide organizations with intelligence and unprecedented protection from fraud—enhancing the customer experience while safeguarding the branch.

Banking 23

Banking Financial Trends Communication 23

ProProfs Chat

MAY 6, 2020

For example, if a customer does not agree with a brand’s message, then they are likely to have a biased notion regarding the type of service they receive from the same brand. In 2018, 51% of e-commerce brands offered same-day delivery, up from 16% in 2017. Customer Experience & Retention Statistics.

Customer Experience 66

Customer Experience Social Media e-support Comparison 66

Verint

NOVEMBER 27, 2017

Nevertheless, be aware that the traditional methods often need to be reshaped by the ever-changing preferences customers have for communicating with you. This blog originally ran on Customer Think on September 8, 2017.

Survey 32

Survey Gamification Feedback Guidelines 32

LiveChat

AUGUST 3, 2018

They’re so efficient at targeting customers that there’s a separate Wikipedia page that talks about their advertising campaigns. It’s no wonder GEICO was voted the most trusted insurance brand in the US in 2017. Be where your customer is. However, New versions keep your product constantly on top of the customer’s mind.

Customer Focused 28

Customer Focused Company Multi-Channel Airlines 28