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Digital Disruption: The New Workforce and Demanding Customers

The forces of digital disruption and the shifting work styles of young employees are pressuring organizations to become increasingly responsive to both customers’ and employees’ needs. With all the talk about “outside in” and “customer centricity,” it’s imperative not to downplay the engagement and empowerment of employees. Successful organizations will be the ones that are […]

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How to Boost Productivity in Back Offices

In a recent survey by Ovum, executives were asked to describe the primary objectives of the back-office areas within their businesses. (Click here to download the Ovum report.) They had two primary concerns: execute work at the lowest cost and improve customer service. These objectives mirror the experiences of another area of the business that […]

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Digital Transformation Going Slowly for Local U.K. Authorities

Local governments are generally not considered “early adoptors” when it comes to technology. Citizens tend to be the ones who use the latest technology, then almost have to force local governments and agencies to finally begin using it. But, government adoption of technology always seems to progress slowly. A recent survey of 75 U.K. councils […]

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Best Practices for Branch Excellence

By now, we probably all recognize that the nature of banking is changing fairly dramatically. Routine transactions are shifting away from the branch as digital channels grow in popularity, thus reducing branch visits—and more significantly for banks—reducing the face-to-face sales and service interactions. In order to maximize the remaining interactions, banks need to evolve their […]

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That ROI-Driven Process Just Cost You a Customer

In our increasingly competitive world, an organization cannot be faulted for wanting a return on what it invests in. However, issues can start to arise when processes are only viewed through this lens—and not the one the customer sees through. Are you giving customers the experience they want, or the experience you think they want? […]

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Innovative Leadership by the City of Tulsa: Making Government Smarter and our Communities Better

  As I mentioned in my previous blog, Verint recently wrapped up its annual global customer conference — Engage. The event took place in Las Vegas, and gave us an opportunity to collaborate with a few of our North American customers who shared their Verint stories with the press. Their stories are about succeeding in […]

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Innovative Leadership by the City of Buffalo: Making Government Smarter and our Communities Better

Verint recently wrapped up its annual global customer conference — Engage. The event took place in Las Vegas, and gave us an opportunity to collaborate with a few of our North American customers who shared their Verint stories with the press. Their stories are about succeeding despite major challenges, doing what others are not doing, […]

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Customer Experience Takes Center Stage

Verint took part in Forrester’s Forum for Customer Experience Professionals in New York City over the past two days. Objectives of the conference included offering attendees a comprehensive look at how to help improve customer experience quality and increase customer loyalty. Areas of specific focus at the conference included: Innovation in digital customer experience. Attendees […]

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Surveys Are Alive and Well

I have some great news—the survey is not dead. In fact, it is still a crucial part of many organizations’ customer feedback strategies. I have recently spoken with a variety of organizations that tell me they use survey results to help train their customer service agents, develop better processes, and to evaluate if improvements are […]

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Engage 2015—Highlights Rounding Out This Week’s Verint Global Customer Conference

Customer and partner activities continued this week during the Verint® Engage™ 2015 Global Customer Conference at the Paris Las Vegas Hotel in Nevada. (Click here for a look back at the event kick-off.) Moving into day three, attendees kicked off the morning with industry roundtable breakfast sessions, followed by dual keynotes that highlighted the power […]

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