Shift CX – Germany: Improving CX and Customer Service with Online Communities

March 9; Online Webinar 

Join Verint’s Jon Allen, Vice President GTM Strategy, Digital-First Engagement, Community, at 1:10 p.m. German time (GMT+1). Learn how companies…

For many companies, delivering an excellent customer service experience has never been more challenging than it is right now.

Customers are engaging with brands through digital channels at unprecedented levels—and they expect a great customer experience…

We’ve realized one thing is certain over the past two years: more people are engaging through digital self-service channels than ever before. This has been happening for years now, but the pandemic accelerated that trend.

While this increase is…

Senior Analyst, Opus Research

Digital transformation projects and opportunities are now top-of-mind for enterprise call centers. Expedient support and resolution options that meet customers in their preferred channel are soon to become the norm, not…

The popularity of low-code intelligent virtual assistants (IVAs) has been fueled not only by a desire for faster deployments, but also a need for non-programmers to work on the back end of the chatbot.

We’ve seen this firsthand with the recent launch…

Customer service delivery for all—as the world has turned upside down over the last 18 months, this has grown more important than ever.

So how does this look in today’s real world? A do-it-yourself (DIY) approach to intelligent virtual assistants…

Verint recently announced it won an AI Breakthrough Award for excellence and innovation in artificial intelligence (AI). Verint Intelligent Virtual Assistant Professional (IVA Pro) Package—Verint’s low-code conversational AI offering—is the winner of…

For years, we saw conversational artificial intelligence discussed as a novelty. It was a nascent, untested technology that, at best, could be used for narrow use cases—and only in certain industries.

As we all know, that’s changed.

Conversational…

As we enter the new year, strengthening conversational AI and self-service initiatives is a primary goal for many businesses.

According to Silicon Angle, there’s been a “360 percent increase in virtual agent conversations since March.”…

It’s hard to imagine now, but a decade ago, open-source software—programs that allow users to modify the source code—was still on the fringes. Startups were starting to build on open source and open core, but few, if any, enterprises were.…

Shopping Around: Retail CX in the Age of Amazon

March 12; Verint Webinar 

Verint’s Eric Head, VP, Experience Management, and Karly Szczepkowski, research analyst, will present “Shopping Around: Retail CX in the Age of Amazon” at 1 p.m. ET. The team will…

In the 2019 Gartner Hype Cycle for Customer Service and Support Technologies, we were pleased to hear a clear message from Gartner:  

“Approaching the broader set of customer service and support (CSS) technologies as an integrated ecosystem of functionality…