Subscribe to RSS Feed grab our rss feed

Employees: The Key to Successful Branch Transformation

Some of today’s financial institutions are changing from a traditional staffing model—based on tellers and transactions—to a universal banker model. This is a direct response to consumers’ increasing adoption of digital channels and their desire for advanced advisory services when visiting the branch. This staffing transformation has a wide impact on many aspects of business […]

read more...

Measuring Loyalty: The Insider’s Guide to Customer Experience

When people think about measuring customer satisfaction, they naturally assume a corollary is customer loyalty. Unfortunately, customer satisfaction can only be a reliable predictor of customer behavior, and by extension loyalty, when evaluated within the context of the customer journey. At what point is the customer satisfied—at the purchase, when help is needed, or when […]

read more...

Highlights from Customer Engagement LIVE! Part One

Earlier this week Verint took part in the Customer Response Summit in Austin Texas—a forum for customer service and customer experience executives. One of the primary objectives of the conference was to “identify best practices and discuss innovative ideas on how to serve customers through emerging channels.” Verint’s contribution to this theme was an interactive […]

read more...

Drive Employee Engagement by Fostering Trust in the Workplace

Trust is an under-rated value in many organizations, but research shows it has significant impact on business performance. And, according to the 2015 Employee Engagement Benchmark Study by Temkin Group, companies with highly engaged employees have stronger financial results and above-average customer experience than other companies in their industry. So how do you foster trust […]

read more...

5 Ways to Cultivate Leadership Support for Customer Experience

Leadership support is needed for a customer experience program to succeed—we can all agree on that. The challenge is those executives live in the real world of organizational changes, competing priorities and shifting economic landscapes. In my last CustomerThink column, I looked at how to build a compelling business case for your CX program. Now let’s […]

read more...

Create a Continuous Improvement Quality Program Enterprise-Wide

Quality Monitoring has been a staple of service organizations for decades now. How many times have we heard, “This call is being monitored for quality assurance,” when calling into a company? But this capability and focus on quality has mostly been limited to the contact center. Why? The customer journey often times does not start […]

read more...

Robots in the Workplace—Helping Employees and Improving Work

Robots seem to be everywhere these days—on the big screen in popular science fiction movies, in books and in toy stores, and also in a real way improving our workplaces and other aspects of our daily lives. Primitive robots were machines designed to automatically perform a specific task. Around 3,000 B.C., Egyptian water clocks used […]

read more...

Executive Sponsorship—Key to Effective Customer Experience Programs: Part Two

Getting It Going In part one of this blog series, we shared some insights from our experiences about why executive sponsorship of a customer experience program is so important, the significance of executive support, getting employees onboard, and infrastructure considerations. For those of you just getting started in a CX role, here are some tips […]

read more...

Game On! How to Make Gamification Work for Your Community

As a marketer, you’ve likely heard the term “gamification” thrown around a lot and perhaps wondered what it really means within a community. In order to be successful, businesses need to engage their community members in a way that matches their business objectives, whether that is by increasing engagement with employees and customers, reducing support […]

read more...

What You Can Do When the CEO Says “No” to Your CX Business Case

Customer experience requires funding and funding requires a strong business case. So how do you draw a direct connection between your efforts and the business resources needed to sustain them? Whether you are a seasoned practitioner or a relative newcomer, just beginning a new program, or refining the next level of organizational improvement, chances are […]

read more...