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  • Ready to Soar? Align Your Analytics and Customer Engagement Strategies

    By  Verint Connect Member

    What are customers telling you? What drives their behavior? Which behaviors are impacting your business right now? These questions have never been easy to answer—but today, there are more opportunities to address these questions. The answers can drive…

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  • Don’t Motivate Today’s Employees with Yesterday’s Strategies

    By 

    Today’s workforce looks very different than the one from just five years ago. Rapidly changing technology, shifting work-life priorities, and a surprisingly high “disengagement rate” have all collaborated to drive the need for changes—big ones—in the…

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  • Oh No, I Lost My Credit Card! Responding to the Voice of the Customer

    By 

    Have you ever misplaced your wallet and after frantically searching for it for 20 minutes that seem like eternity, decided it must be stolen—and that it’s time to call your bank to cancel all your cards?

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  • Executives Leading a “Customers for Life” Culture—Customer Centricity

    By  Verint Connect Member

    Actions speak louder than words, as we have all heard. Executives who walk the talk send a clear message to employees about what the real priorities are. Many organizations today want to effectively embed the voice of the customer into daily activities…

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  • Verint Helps Humana Offer Robust Customer Service

    By 

    One of the leading healthcare service providers in the United States, Humana needed to streamline the work it was doing in its back office several years ago due to significant growth. It was also interested in surfacing trends and hidden insights, as…

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  • Facing the Future of Contact Center Employee Engagement

    By 

    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 NACC is a 503(c)(6) not-for-profit membership organization based at Middle Tennessee State University…

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  • Is Your Back Office Causing Customer Dissatisfaction?

    By 

    Customer satisfaction requires all parts of an organization to operate well together. A good conversation with a customer can quickly be undone by a poor transaction conducted in the back office. Digital transformation has traditionally centered on…

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  • Great Digital VoC—Like Great CX—Starts With Great Questions

    By 

    Great questions drive most successful endeavors—relationships of all kinds require them. However, great questions also need to be timed well. Asking the right question at the right moment in the customer journey is critical. If you ask people brand…

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  • Social Community—Hey, Get Your Own!

    By  Verint Connect Member

    As a business, participating in social communities is good. Having your own social community is better. For some companies, the use of the term social community represents the collection of public social networks such as Facebook, Twitter and LinkedIn…

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  • The Power of Attended Robotic Process Automation (RPA)

    By 

    Robotic Process Automation (RPA) has historically referred to powerful software robots that can execute work on a virtual desktop or in a back-office server—automatically, around the clock, and without involving human employees. I discussed how robots…

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  • Sensors Do Not A Smart City Make—Part 4

    By 

    In parts one , two and three of this blog series, we looked at the background of Smart City initiatives, how sensors and other devices can make life better for us all, and the role that citizens and employees—humans, in other words—have to play in making…

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  • When Elite Plumbers Wished They Had Workforce Management

    By 

    Imagine that it was a cold and snowy night... And starting at 6:30 a.m., the phones at “Elite Plumbers” begin ringing off the hook. Two brothers, Joseph and Henry Pendleton, started Elite Plumbers with the vision of delivering concierge-level plumbing…

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  • Senior Leadership Can Be Positive CX Role Models for the Workforce

    By  Verint Connect Member

    Organizations are increasingly realizing the critical role that customer experience plays in long-term success. Loyal customers are born from great customer experiences—once your organization can consistently and efficiently meet your customers’ needs…

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  • Ventana Research Requests Input for Customer Analytics Market Research

    By  Verint Connect Member

    Ventana Research is seeking customer analytics professionals to participate in a benchmark research survey designed to uncover organizations’ current and planned use of analytics on all things customer related—marketing, sales, service, contact center…

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  • Verint Speakers: Summer School Series, Effortless Customer Experience

    By 

    Verint Summer School 2017 August 1-24; Webinar Series Verint experts will present 15 English and Dutch interactive webinars throughout August on effective ways to enhance interactions with customers. This series will explore a wide variety of topics…

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  • VoC Strategies in the Age of the Customer

    By  Verint Connect Member

    A well thought-out voice of the customer (VoC) strategy has become a strategic imperative for measuring and improving customers’ experiences, satisfaction and loyalty. Listening, analyzing and acting on the voice of the customer across digital and traditional…

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  • Firstsource Leverages Analytics to Set New Benchmarks

    By 

    In a recent ETCIO.com article , Firstsource’s Aparajita Gupta, senior vice president, digital support and analytics, describes how using Verint Speech and Text Analytics helped the India-based business process outsourcer analyze huge volumes of data and…

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  • From Hype to Value: Robotic Process Automation Maturing

    By  Verint Connect Member

    The authors of the recent McKinsey Quarterly article, What does automation mean for general and administrative (G&A) and the back office? state that when it comes to Robotic Process Automation (RPA), “Getting started is the easy part … But scaling is…

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  • Digital Cries for Help

    By 

    “ How can I SPEAK to a human being???? “Terrible customer service! I am unable to speak to a rep regarding a billing question.” “I have been calling for months for you to correct my address. EVERY time it reverts back to the wrong address and my…

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  • Verint’s Knowledge Management Now Available for Companies of All Sizes

    By 

    Strengthening the customer experience—and thus customer loyalty—is top of mind for organizations today. Every advantage is important—and every interaction between a company and customer is, in essence, an information exchange. Key to those interactions…

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  • Sensors Do Not A Smart City Make—Part 3

    By 

    In part 1 and part 2 of this blog series, we looked at the background of Smart City initiatives and discussed how combining the networks of sensors and other devices—and particularly the data they generate—can give us powerful and unexpected insights…

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  • Ginger Conlon Interviews Verint’s Ryan Hollenbeck

    By 

    Verint’s Ryan Hollenbeck, senior vice president, global marketing, recently spoke with Ginger Conlon, contributing editor at MarTech Advisor .

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  • Value-Driven Knowledge Management Strategy: Start With the End in Mind

    By 

    In our last knowledge management (KM) blog , we discussed how critical it is to link your KM capabilities and activities to outcomes. Building this connection serves as the foundation to establishing a ‘value-driven’ KM program. Our customers often…

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  • How Do You Sustain Process Changes Once Made?

    By 

    In the first blog in this series we discussed the scalability of process improvement resources. In the second blog , we discussed the structure needed to prioritize processes for re-engineering and/or automation. So, once you have re-engineered a process…

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  • Sensors Do Not A Smart City Make—Part 2

    By 

    In part one of this blog series we asked if now is the time for departments and agencies, who may have been pursuing their own intelligent service projects, to come back together to achieve the 1 + 1 = 3 effect of collective action? After all, street…

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