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  • Customer Service Agent Productivity Is Like a Monopoly Game

    By 

    Much attention is paid to the quality of contact center technology and memorable customer experiences to help develop long-term customers. Rightfully so—those elements of doing business are critical. However, it’s also important not to lose sight…

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  • Do You Have a Customer Experience Blind Spot?

    By  Verint Connect Member

    In my last blog , I explained why listening to customers can provide greater customer understanding than merely observing their behavior. Many companies seem to agree as evidenced by the number of Voice of the Customer (VoC) programs that exist and…

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  • How to Build Mid-Management Mindshare for Your CX Program

    By  Verint Connect Member

    In today’s organizations, the pressure to stay competitive and produce is immense. With the day-to-day work as time-consuming as it is, some employees may need some help putting their daily tasks in the context of enterprise-wide CX strategies. That…

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  • The Back Office Needs a Makeover

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    I’ve written before about the back office being the underdog—the unsung hero of the organization. The front office gets the kudos for delivering a great customer experience, but it’s the back-office that typically processes the work to completion. …

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  • Which Segment of Analytics Space Can Drive the Best Customer Experience?

    By 

    Organizations around the world are trying to find their “brand champions” to help them build their brand, increase loyalty and gain new customers. On the flip side of that is something you may have started thinking about lately: how to minimize “super…

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  • Why Two Real-life “Digital” Customer Journeys Prove You Need to Think Omnichannel

    By 

    When was the last time you thought about the journey from your customer’s perspective? Every organization has its own strengths, challenges and areas that need improvement. It’s easy to focus heavily on all of that and forget that every experience your…

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  • Developing Customers for Life—An Enterprise Workforce Management Example

    By  Verint Connect Member

    As we have covered in previous blogs, Verint is a company that is committed to developing customers for life. It’s refreshing to see outside-in examples that validate our guiding principle and how it’s taking hold in the market. Once again Verint…

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  • Verint Speakers: Changing the Game through Customer Focus and Insights for Stronger Loyalty

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    CX Sydney 2017 May 9; Sydney, Australia 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. AEST. Attendees will hear from a…

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  • GovTech Recap: What Priorities City and County Government CIOs Have in Common

    By 

    This week, large city and county CIOs and CTOs came together at the Government Technology (GovTech) Digital Communities Large City/County Fly-In in Washington, D.C. Just like their commercial counterparts, government agencies are trying to handle the…

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  • Customer Engagement Strategies and Networking

    By  Verint Connect Member

    Earlier this week Verint took part in the Customer Contact East: Frost & Sullivan Executive MindXchange in Fort Lauderdale, Florida. Primary themes during the conference included: Digital Transformation Is Ushering in an Era of Unprecedented Change…

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  • 2 Reasons to Analyze What Customers Say—Not Just What They Do

    By  Verint Connect Member

    In my last post , I said listening to customers and capturing feedback across all channels is a crucial step to delivering great customer experiences in today’s omnichannel world. I’ve noticed a growing school of thought in the digital world that merely…

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  • The Case for Customer Experience Management

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    The pendulum is rapidly shifting from what used to be known as customer service to the more proactive model of customer engagement. Engaged customers share the following traits: Advocate for the brand: They share positive views with friends, family…

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  • Leading Private Education Provider Puts Verint at the Front of the Class

    By 

    This large, leading private education provider offers professional development and educational programs and services to working adults. The company needed a way to increase the efficiency of their financial services and admissions offices with the goals…

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  • Gamification Is No Longer a Buzzword

    By 

    Gamification, the application of gaming mechanics to motivate a specific behavior, is no longer a buzzword according to Tim Bradshaw, correspondent for the Financial Times in his recent article, “Pokémon Go Shows Gamification Is Far from Dead.” 1 The…

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  • The Churn of the Digital Consumer

    By 

    It’s no secret that consumers are growing more demanding, not less. Challenged by the growing customer preference for digital and the need to manage costs, organizations that succeed long-term will need to work hard to strike the right balance between…

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  • Digital Feedback: Why You’re Probably Doing It Wrong

    By 

    Businesses around the world are aggressively driving as many customer interactions as possible to digital channels (web, mobile web and mobile apps) because it helps lower the cost of doing business—and because customers are demanding it. In fact, a…

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  • Employee Advocacy Is Not Enough. 3 Strategies to Create Empowered “CX Catalysts”

    By  Verint Connect Member

    Ensuring front-line employees are ambassadors for your CX program takes creativity, hard work, and—speaking for my company, at least—an ongoing commitment to find fresh, new ways to extend the CX culture throughout the organization. Are the people in…

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  • Are Your Back-Office Operations in the Dark Ages?

    By 

    Is your organization still plagued with operational silos? Are you chained to outdated legacy systems? Is meeting customer demand and expectations the focus of just the front office, or your entire company? If you answered yes to any of these questions…

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  • Do Your Customers Love You—Or Trust You? (Part Two)

    By  Verint Connect Member

    In my previous blog I discussed the importance of your customers trusting you with their information. While they do want you to tailor your service to their preferences—as we all know—they also want you to keep their personal data secure in the process…

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  • Transform Government From the Outside In

    By 

    A new report by Forrester Research, titled Transform Government from the Outside In , states that “governments should run more like businesses.” One area where local and federal governments can follow the lead of their private sector brethren is with…

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  • Five Tips for Building a Customer Journey Map—A Tool For Positive Change

    By  Verint Connect Member

    Whether transactional or holistic, journey maps need customer data to be relevant and credible. In last month’s article , I discussed how to get the most from customer journey maps and how to make them work for your organization. Many of you asked for…

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  • A Resounding Call for a Human Voice Element to Remain

    By 

    There has been much said recently about digital disruption and the exponential growth in the use of digital means of interaction between consumers and organizations. Rightly so! Facebook itself has approximately 1.8 billion users and almost all consumers…

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  • What’s the Secret to Connecting Your CX Program to Revenue?

    By 

    What is an improvement in a company’s customer experience worth in dollars and cents? Customer experience (CX) professionals frequently encounter this question. In fact a recent Forrester Research survey found that 50% can’t answer it. 1

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  • Verint Speakers: The Value of Customer Experience and Using Web and Social Media Intelligence to Enhance Security

    By 

    Chief Customer Office Melbourne April 4-5; Melbourne, Australia Verint’s Martyn Riddle, marketing director, Asia Pacific region, will present “The Contact Centre: Your Secret Weapon in Delivering Exemplary Customer Experiences” at 10:25 a.m. AEDT…

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  • Are Your Employees Ready for Robot Co-Workers?

    By 

    From self-driving cars to services such as Amazon Alexa, great strides are being made to offer technology to help make our day-to-day lives easier. It’s not a huge leap to consider how software robots might soon be found in the workplace, helping human…

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