Verint

OCTOBER 4, 2017

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. Simply said, if a customer can say it, write it or click it, we can collect, analyze and take action on it.

Innovation 30

Innovation Feedback Technology Customer Engagement 30

Verint

OCTOBER 2, 2017

Verint’s Kelly Koelliker, director, global solutions marketing, will present “Innovations and Trends in Customer Service” at 2 p.m. Sitecore Symposium 2017. Verint’s Jenni Palocsik, senior director, solutions marketing, will present “The Evolution of Contact Centers to Customer Engagement Centers” at 2 p.m.

Analysis 30

Analysis Customer Service Contact Center Omni-Channel 30

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

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

MAY 1, 2018

Today Verint announces a line-up of conferences and digital events taking place in May that focus on digital and omnichannel customer service, GDPR compliance, automation and artificial intelligence, as well as the upcoming Engage TM global customer conference. Artificial Intelligence Conference. ET on May 2.

Self Service 22

Self Service Customer Engagement Engagement Omni-Channel 22

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

JANUARY 23, 2017

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 constantly evolving customer preferences.

Customer Experience 20

Customer Experience Contact Center Customers Meeting 20

ShepHyken

NOVEMBER 13, 2017

Each week I read a number of customer service articles from various online resources. Improving Customer Experience with a Customer Centric Culture by Mansi Bhatia. CustomerThink) Customer experience (CX) has gained a newfound glory in today’s industrial landscape. Here are my top five picks from last week.

Customer Service 15

Customer Service Chatbots Loyalty Programs Social Media 15

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

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

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 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

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

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

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

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

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

Verint

AUGUST 17, 2017

At the end of 2016, I conducted 20 interviews with customer service professionals who were members of the National Association of Call Centers (NACC). The question was, “What’s keeping you up at night when you think about your contact center in 2017 and beyond.”. Watch this space!

Contact Center 30

Contact Center Employee Engagement Engagement Gamification 30

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

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

JANUARY 30, 2018

These include leveraging them as: an extension of the customer service organization to reduce costs, answer questions for customers and resolve issues. digital marketing tools to give the brand a voice and give customers a place to connect with the business, and. That said, our community started differently. No worries!

Conference 38

Conference Analytics Guidelines Interaction 38

ProProfs Chat

MAY 6, 2020

Did you know that 67% of people worldwide believe that customer service as a whole is improving? One of the top reasons why customers have higher expectations from their preferred brands to offer the best service experience! Better customer experiences can also help you improve employee satisfaction hassle-free.

Customer Experience 66

Customer Experience Social Media e-support Comparison 66

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

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

Kustomer

DECEMBER 17, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Sioban Massiah from Twitter to discuss the Power of Connection and how to retain customer loyalty. Learn how Sioban connects with customers by listening to the podcast below. TRANSCRIPT.

Connections 80

Connections Conference Loyalty Survey 80

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

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

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

For example, Aberdeen Group research found that next-generation back office groups met their quality service-level agreements 21x more often than all others surveyed, had 3.7x greater year-over-year growth in annual company revenue, and enjoyed an 88 percent customer retention rate vs. 43 percent for all others surveyed.

Customer Centricity 37

Customer Centricity Insurance Groups Contact Center 37

SurveySensum

JULY 14, 2020

Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020. Adam Toporek – Customer Service Expert, Keynote Speaker, Trainer, Strategic Advisor . Annette Franz – Customer Experience Consultant, Keynote Speaker, Author . LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Verint

NOVEMBER 27, 2017

The results offer valuable guidance for organizations struggling to balance today’s demand for digital and human customer service. Nevertheless, be aware that the traditional methods often need to be reshaped by the ever-changing preferences customers have for communicating with you.

Survey 32

Survey Gamification Feedback Guidelines 32

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 Communication Trends 23

LiveChat

AUGUST 3, 2018

They know me right when I call – they already have my phone number to identify me with, the customer service representatives greet me with my name right away and the problem gets tackled in a jiff, all thanks to the magic of information. It’s no wonder GEICO was voted the most trusted insurance brand in the US in 2017.

Customer Focused 28

Customer Focused Company Multi-Channel Airlines 28

Michelli Experience

DECEMBER 27, 2017

For example, one need look no further than early numbers from the 2017 Christmas shopping season. Irrespective of all the store closings that took place in 2017, US retailers had the highest sales since 2011. Focus on product and service quality. Have well-trained people in place who demonstrate care for your customers.

Retail 138

Retail Consulting Sales Technology 138