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. And we’re not letting up in 2018—we’re full speed into the year and more committed than ever. Our latest customer feedback gathered by our CX team only reinforces this point.

Customer Satisfaction 28

Customer Satisfaction Innovation Consulting Report 28

Verint

JANUARY 17, 2018

I also suggested a four-part automation innovation strategy framework to consider as part of your 2018 automation strategy planning. Verint announced the acquisition of Next IT before the holidays as part of ongoing plans to expand its customer engagement automation capabilities.

Self Service 36

Self Service Innovation Airlines Competitive Advantage 36

Verint

FEBRUARY 20, 2018

Remember that the Verint Systems Engage global customer conference takes place May 14 - 17, 2018 in Dallas, Texas—an interactive event designed to help customers and partners engage with industry peers and make the most of Verint solutions.

Innovation 30

Innovation Self Service Healthcare Competitive Advantage 30

Verint

DECEMBER 19, 2017

Serving customers with excellence is imperative in today’s highly competitive, fast-moving world. 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 Community.” We all know that—every advantage is important.

Self Service 37

Self Service Competitive Advantage Lifetime Customer Customer Care 37

ProProfs Chat

MAY 6, 2020

They also want to use the accumulated online data to come up with great strategies that help them optimize the customer experience. B2B Customer Experience Statistics. Investing in improved customer experience pays dividends. In 2018, 51% of e-commerce brands offered same-day delivery, up from 16% in 2017.

Customer Experience 66

Customer Experience Social Media e-support Comparison 66

Verint

FEBRUARY 6, 2018

However, when incorporated into an organization’s customer engagement strategy and overall business operations, AI can power automation and help deliver significant results. As a result, automated solutions can better understand customers—their words, context, intent or even emotions.

Healthcare 28

Healthcare Financial Customer Engagement Technology 28

Verint

DECEMBER 20, 2017

Paul Stockford, Chief Analyst, Saddletree Research, mentioned in a recent blog post that “the contact center industry will be all about automation” in 2018. Verint’s Customer Advisory Board (CAB) met earlier this month and the agenda included a session on automation, artificial intelligence (AI) and robotics.

Strategy 25

Strategy Contact Center ROI Training 25

Verint

MARCH 7, 2018

Verint’s John Goodson, SVP & GM, Products, Customer Engagement Solutions, hosted an invitation-only CIO/Executive Roundtable and Dinner on the topic of Robotics and Artificial Intelligence (AI) on February 21 in Atlanta’s Perimeter area. Automation Drives Customer Engagement Optimization and Broader Business Optimization.

Healthcare 27

Healthcare Competitive Advantage Transportation Hospitality 27

Verint

APRIL 11, 2018

The study reveals organizations must balance a fine line between personalization and collecting data for customer engagement purposes. While more than two-thirds of consumers (68%) like their customer experiences to be tailored to their interests, organizations can run the risk of over-personalizing and alienating them.

Consumers 23

Consumers Study Banking Customer Engagement 23

Verint

MARCH 29, 2018

and author of Before Happiness and The Happiness Advantage, will be a keynote speaker at the Verint Engage global customer conference at the Sheraton Dallas Hotel May 14 – 17. Shawn Achor, founder, GoodThink, Inc.

Engagement 23

Engagement Conference Hotels Innovation 23

Verint

SEPTEMBER 19, 2017

One such indicator, illustrated in Figure 1 below, is the fact that 19 percent of the industry will be upgrading or replacing their workforce management software during 2018, likely in preparation for the changes that lie ahead. An additional 24 percent of contact centers intend to deploy either communities or chats before the end of 2018.

Employee Engagement 32

Employee Engagement Engagement Contact Center Software 32

Verint

DECEMBER 21, 2017

We are grateful for our customers, partners and all our blog readers! We look forward to an amazing 2018! We wish everyone safe and restful holidays.

Customer Focused 34

Customer Focused Customer Satisfaction Customers Customer Engagement 34

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

Storyminers

JULY 6, 2020

After taking on various roles at Deloitte, Strategy, and GSK, he has been serving as the VP of Digital & Analytics Transformation at Genpact since May 2018. Temkin Group was acquired by Qualtrics in October, 2018. The firm is a leading customer experience (CX) research, consulting, and training firm. Flavio Martins.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

After taking on various roles at Deloitte, Strategy, and GSK, he has been serving as the VP of Digital & Analytics Transformation at Genpact since May 2018. Temkin Group was acquired by Qualtrics in October, 2018. The firm is a leading customer experience (CX) research, consulting, and training firm. Flavio Martins.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Verint

APRIL 26, 2018

Many customers don’t want to go through support queueing, hold times, escalations, etc., Funnel to the Cloud” example – Consortium for Service Innovation, 2018. The primary insight here is that customers often have a lot more questions, issues and thoughts about a product or service than the support organization will ever see.

Self Service 37

Self Service Contact Center Innovation Interaction 37

Verint

MARCH 27, 2018

28 - Oct 21, 2018), attendees of the Verint Engage18: Global Customer Conference won't get a chance to hear the tallest cowboy in the Big D say "Howdy folks." Big Tex is certainly one of many legendary icons in Dallas to see! However, since Big Tex isn't scheduled to make an appearance until the annual State Fair of Texas (Sept.

Engagement 22

Engagement Conference Sports Employee Engagement 22

SurveySensum

JULY 14, 2020

Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer. Rudy Dalimunthe – VP of CX at Tokopedia, Ex Indosat – XL Axiata – Ernst & Young, CX & Customer Engagement Professional. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Verint

DECEMBER 15, 2017

In 2018, the contact center industry will be all about automation.

Management 29

Management Contact Center Call Recording Employee Engagement 29

Thunderhead

JUNE 14, 2018

In the first part to this post, we discussed how customer engagement is directly related to the fortunes of Energy companies. Everyone knows that customer engagement is important. It’s a potent solution to bridging what we call the ‘customer engagement gap’. But help me out: what’s a brand to do?

Engagement 40

Engagement Touchpoint Customer Satisfaction CRM 40

ChurnZero

JANUARY 8, 2021

Prior to joining SurveyMonkey, he served as VP of Customer Success at Neustar and SVP of Worldwide Professional Services at Aspect Software. Jason Baldree, (First) Chief Customer Officer, Alida. He focuses on making decisions with our customers, not for them – Alida’s ultimate goal. Follow Ken on LinkedIn. .

Customer Success 98

Customer Success Chief Customer Officer Leadership Healthcare 98

Truthlab

APRIL 17, 2019

While defining customer experience can be tricky, there’s no denying that it is important. Improved customer experience can lead to increased revenue and repurchasing behavior (Experience Matters, 2018). Just a small improvement in customer experience can lead to an average of $775M increased revenue over three years.

Customer Experience 54

Customer Experience Customer Journeys Touchpoint Interaction 54

eGain Blogs

FEBRUARY 7, 2020

One of the key customer-focused contact center metrics, First-Contact Resolution can significantly reduce consumer effort. billion on employee training in 2018 alone. Yet agent knowledgeability, in the context of customer service, remains a big issue. Dispatch avoidance rate. FIRST-CONTACT RESOLUTION (FCR).

Call Center 52

Call Center Metrics Self Service Contact Center 52

Verint

APRIL 12, 2018

I recently met with two leaders from the cruise line, and they shared insights and experiences on how they drive customer engagement—while adding real value to their organization by leveraging some of the latest analytics and automation capabilities. What happens when a premier cruise line makes business outcomes a top priority?

Analytics 31

Analytics Average Handle Time Contact Center Innovation 31