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Customer Journey Mapping—Not Just Wall Art

Recently, I presented a webinar on how customer journey mapping can drive optimal business processes that impress customers and, ultimately, drive your organization! You can view the webinar here. I’ll share a few highlights. One thing we can count on to affect our organizations is “change,” particularly when it comes to customers. It’s been said […]

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Back-Office Departments Are Essential to the Customer Experience

For more than 20 years, enterprises have downplayed the importance and contributions of their back-office operating groups. These departments are an integral component of the overall customer experience and are involved in many steps throughout the customer journey. While their responsibilities vary by industry, function and company, back-office departments are responsible for processing credit card […]

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Knowledge Management in Support & Service: The Customer’s View

Services organizations employing strong knowledge management programs aspire to empower, delight and enhance their customers’ experience through better knowledge. But what does the customer think? Does it matter to a customer if an organization is pursuing good KM practices? And how would they define success?   Managed Knowledge Drives Support Success We’ve all experienced the […]

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Unify Your Teams—Strengthen Customer Relationships

Do your various departments operate in silos rather than coordinating efforts to engage customers and deliver outstanding experiences? If so, you’re not alone. But these silos significantly impact the customer experience and often lead to an inconsistent brand message. Are you ready to get unified? At 1 p.m. ET on Thursday, August 27, join Verint’s […]

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Branch Infographic: Moving Beyond Cost Reduction and Self-Service

Banks are painfully aware of the urgent need to redefine the role of their branches—particularly in response to tremendous growth in consumer use of digital channels that is taking place in parallel with a significant rise in consumer expectations. Ovum recently conducted a global survey of 300 retail banking executives to ask about their greatest […]

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Four Steps to Digital Nirvana

It seems as if everyone has embraced today’s mobile and digital revolution. Many of us access goods and services online from practically anywhere at any time, and increasingly via a smartphone or tablet device rather than a traditional desktop computer or laptop. Government and public sector organizations are also trying to embrace today’s mobile and […]

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Verint Adds Communities Software to Portfolio with Acquisition of Telligent

More and more consumers are turning to communities to seek insights about products, services, support and other topics of interest. As they continue to seek perspectives from their peers before making decisions, the importance of social communities continues to grow. With the demand for more real-time engagement and personalized service, communities have become sought-after and […]

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A Practical Guide to Digital for Banks

“Digital” is critical in financial services, but defining the term is difficult. At Celent, we believe that digital requires a structural change in the financial institution. Our framework illustrated below makes it easier. Digital in banking begins with the customer. Banks should be clear what their brand stands for (e.g., superior service, price promise) and […]

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Customer Journey Mapping: Building CX Maturity and Momentum

Two years ago when my organization began developing and formalizing our CX program, the charter included the following key focus areas: Driving a consistent customer experience across the business with the goal of increasing customer loyalty. Gathering a deep understanding of our customers’ perceptions about our products and services and translating that information into actionable […]

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Smart Knowledge Management Uses Context

I’m sure by now many of you are aware of the recent social media event involving a picture of a dress. You may remember that dress—the one that triggered a social media debate over its colors. Some of us saw the dress as blue and black, while others saw it as white and gold. The […]

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