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

Blake Morgan

MARCH 13, 2023

Looking to be customer-centric? Companies with female CEOs aren’t just more profitable —they also tend to lead in customer experience. Women thrive in customer-centric roles. In celebration of International Women’s Day and following up on a list I created last year , here are 20 more customer-centric companies led by women: 1.

Customer Centricity 66

Customer Centricity Company Insurance Travel 66

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

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

ShepHyken

JANUARY 29, 2018

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Report 2018 by Olga Kolodynska, Justyna Polaczyk, Malgorzata Buksinska and Lukasz Labedzki. LiveChat) The report contains key customer service findings from 2017 and trends for 2018.

Customer Service 92

Customer Service Social Media Tips Trends 92

ShepHyken

JULY 17, 2017

Each week I read a number of customer service and experience articles from various online resources. How Enterprise Chatbots Platforms Will Change Customer Service by Murray Newlands. Business2Community) The key to good customer care is making your customer’s experience with your brand seamless, easy, and great.

Customer Service 30

Customer Service Net Promoter Score Chatbots Effort Score 30

Customer Bliss

AUGUST 15, 2017

Annette Höher-Bäuerle went from being internal legal counsel at the Thomas Cook Group to leading all of Customer Experience globally. Her skills and long tenure with the company led her to use agile design thinking to prove and implement changes in the customer experience — to gain traction and drive real sustainable improvement.

Travel 204

Travel Industry Hotels Customer Journeys 204

ShepHyken

JUNE 4, 2018

Each week I read a number of customer service and customer experience articles from various resources. Stop Trying to ‘Delight’ Customers, Says CX Expert Paul Greenberg by Noreen Seebacher. My Comment: The title might surprise you; “Stop Trying to Delight Your Customers.” Here are my top five picks from last week.

Customer Service 75

Customer Service Airlines CRM Social Media 75

VDS

SEPTEMBER 17, 2020

As companies scrambled to drive efficiencies and cut costs, they adopted new ways to improve the experience for both the employee and the customer. There are many innovative ways to improve the experience for both your employees and customers. More, customers want seamless, effortless experiences.

Virtual Agent 52

Virtual Agent Customer Service Self Service Contact Center 52

ProProfs Chat

DECEMBER 23, 2019

If you were to answer a question, “What is that one thing that customers hate the most? . Customers don’t want to go out of their comfort zone to solve their own problems. So what can you do to provide a smooth and delightful experience to customers throughout their journey? But what is customer centricity ?

Customer Centricity 96

Customer Centricity Customer Journeys Knowledge Base Effort Score 96

Kayako

MARCH 14, 2017

Brandon (@TheBrandonPFrye) February 22, 2017. Warby Parker are just one of many brands in the fast-growing vCommerce space who are inciting incredible customer love as a result of their their dogged focus on delivering fantastic customer experiences – and reaping the rewards: their latest funding pegs them at an eye-watering $1.2

Brands 99

Brands Customer Experience Retail e-support 99

Verint

DECEMBER 14, 2016

The New Year is a good time to ask if your organization’s customer experience is reflecting well on your brand. 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

MARCH 14, 2018

Many of you have heard me say before in blogs, articles and at events that Verint has an unwavering commitment to developing customers for life. Our latest customer feedback gathered by our CX team only reinforces this point. 1 DMG Consulting LLC, 2017-2018 Workforce Optimization (WFO) Product and Market Report. 2 Read more.

Customer Satisfaction 28

Customer Satisfaction Innovation Consulting Report 28

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

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! This definitely gives you the motivation to focus more on creating a delightful experience for your customers.

Customer Experience 66

Customer Experience Social Media e-support Comparison 66

Verint

NOVEMBER 16, 2017

Leading enterprises recognize that the effective adoption and implementation of automation and artificial intelligence (AI) solutions within their customer engagement operations can be game-changing for the enterprise, potentially yielding higher revenue, lower operating costs and greater customer satisfaction.

Customer Engagement 32

Customer Engagement Engagement Strategy Wireless 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

Oracle

APRIL 4, 2018

Although your sales and marketing efforts may not carry the same financial clout as your larger counterparts, rest assured that your SMB can have the upper hand in one key area: customer experience (CX). Instead of being transaction-focused, your strategy must be customer-focused. So, how can you do this?

Loyalty 56

Loyalty Loyalty Programs Social Media Brands 56

transcosmos Information Systems

NOVEMBER 6, 2018

Financial commentators and investors have expected this to happen, seeing that technology share prices ended strong in 2017 and are continually booming this 2018. Also: 4 Customer-Oriented CEOs and What We Can Learn from Them. And with that, let’s take a look at other ways Apple makes their customer service solutions better.

Customer Service 48

Customer Service Ecommerce Hotels Wait Times 48

Verint

SEPTEMBER 21, 2017

Recently, Aberdeen Group and Verint recorded a webcast on the Next-Generation Back Office: Satisfy Customers & Drive Efficiency. Aberdeen research found that errors and delays in back-office processing were the number two cause of customer dissatisfaction. Customer experience is moving into the back office’s purview.

Customer Centricity 37

Customer Centricity Insurance Groups Contact Center 37

Verint

MARCH 23, 2018

In a 2017 Aberdeen Group study, errors and delays in the back office are the #2 cause of customer dissatisfaction. These factors are not just impacting the customer experience—they’re also costing companies thousands of dollars in lost capacity and productivity. 2 Gallup 2017 State of the American Workforce Report.

Customer Service 30

Customer Service Banking Insurance Groups 30

Verint

JUNE 6, 2017

As discussed in a recent blog post by Laurie Wickham, the 2017 Verint Engage Global Customer Conference took place recently in Orlando, Florida with attendees from 17 countries and a variety of industries.

Customer Engagement 34

Customer Engagement Engagement Employee Engagement Conference 34

Verint

MAY 2, 2017

As we have covered in previous blogs, Verint is a company that is committed to developing customers for life. 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.”.

Examples 35

Examples Management Consulting Report 35

Playvox

APRIL 4, 2023

They’re protecting and building your company’s brand — no matter what they have to deal with from customers. Signs And Effects Of Poor Agent Emotional Well-Being In Your Contact Center Working with customers requires a lot of emotional labor from your customer service center agents — even if customers are happy.

Contact Center 78

Contact Center Average Handle Time Study Feedback 78

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. Adrian Swinscoe.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

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. CRMXchange.com Roundtable: How to Deliver an Effortless Customer Experience. August 1-24; Webinar Series. August 3; Webinar.

Customer Experience 25

Customer Experience ROI Analytics Employee Engagement 25

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. Attendees will learn why it’s critical not to gamble with customer relationships and how to measure return on interaction by effectively listening to the voice of customers.

Analysis 30

Analysis Customer Service Contact Center Omni-Channel 30

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. Adrian Swinscoe.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

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

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. Why Extend WFO into the Back Office? Overcoming Cultural Differences.

Contact Center 28

Contact Center Call Center Culture Trends 28

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. This data just scratches the surface when it comes to the inevitable changes anticipated for the contemporary contact center.

Employee Engagement 32

Employee Engagement Engagement Contact Center Software 32

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. CRMXchange Roundtable: Digital Customer Service—IVR, Chat, SMS and VA.

Self Service 22

Self Service Customer Engagement Engagement Omni-Channel 22

Verint

DECEMBER 15, 2017

The groundswell of interest in automating many of the traditionally routine tasks in the contact center is creating a substantial impact on both employee engagement and the customer experience, and we expect this automation groundswell will do nothing but grow in the months and years ahead. contact center industry.

Management 29

Management Contact Center Call Recording Employee Engagement 29

customer sure

NOVEMBER 9, 2017

We can’t make the GDPR go away, but we can help you make sense of the parts of it that relate to sending feedback forms to your customers. Full GDPR compliance for your entire organisation is a job for your Data Protection Officer, but we’ll help you make sense of the tiny bit of it which relates to sending satisfaction surveys.

Customer Satisfaction 59

Customer Satisfaction Survey How To Feedback 59

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

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. Here is a list of 150 Global Customer Experience Thought Leaders and Influencers who have taken Customer Experience to the whole new level.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Verint

JANUARY 30, 2018

Never underestimate your customers’ ability to support each other and your CX program. As companies and customer experience (CX) professionals evolve digitally, many have already taken the plunge into public social networks, such as Facebook, Twitter and LinkedIn. The brand owns the customer community, but “the crowd”—e.g.,

Conference 38

Conference Analytics Guidelines Interaction 38