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Call for Speakers: 2015 Verint Global Customer Conference

Are you interested in presenting during a breakout session at the Verint Systems Global Customer Conference? This year’s conference will be held in Las Vegas on June 8 – 11, and Verint is seeking customers and partners who would like to share their experiences, expertise, opinions and best practices with other conference attendees. There’s no […]

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Government CX Demands a Chief Digital Officer

As part of the mandate to improve the federal customer experience, government agencies are hiring Chief Customer Officers (CCO) to lead the way. In general, a CCO is an executive responsible for the total relationship with an organization’s customers and to provide a single vision across all methods of customer contact. This is a relatively […]

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Guest Blog by Esteban Kolsky – Channel Adoption and Usage Study in Customer Service: Third Year

As I promised earlier this year, I conducted the third run of the channel adoption and usage study (focused on customer service) that my friends at KANA®, A Verint® Company, continue to generously sponsor. Truth be told, it took a little longer than expected to get to the right number of answers, but we did […]

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What Is Government Customer Experience?

Forrester recently published a report (access requires subscription) about U.S. government customer experience performance, which states that “Federal agencies are failing the administration’s mandate to offer customer experiences (CX) that match the best of the private sector.”1 In a previous blog, I talked about how the U.S. government put plans in place to change this, […]

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U.S. Government’s Digital CX Seeds Ready to Bear Fruit

A recent Forrester report1 (access requires subscription) by Rick Parrish says that initiatives put in place by the U.S. government to improve the customer experience “will start to bear fruit in 2015, as agencies finally break out of their find-and-fix cycle and start making substantive improvements.”* Kudos to the U.S. government for recognizing the importance […]

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Coming Together at Driving Innovation 2015

Coming together is what Driving Innovation 2015, the Verint Systems Global Customer Conference, is all about. Registration is now open, so be sure to take advantage of early-bird registration discounts! It’s about Verint and KANA coming together to provide you with solutions to help you optimize your customer engagement. It’s about you coming together with […]

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I Actually Enjoy Terrible Customer Service

Don’t worry, this isn’t going to be one of those long articles whining about the terrible state of customer service. I actually enjoy terrible customer service.   There’s a joke toward the end of Woody Allen’s movie Annie Hall: “A guy walks into a psychiatrist’s office and says, hey doc, my brother’s crazy! He thinks […]

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Webinar: Super-Charge Your Customer Engagement Strategy

Many organizations are facing increasing customer demands for higher quality of service, personalized engagement, and an easy, integrated way of doing business. Are you? If so, we invite you to learn more about an Engagement Management offering that can help super-charge your customer engagement strategy. Are you ready to engage your customers more effectively to […]

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Framing the House of Customer Engagement Optimization

Have you ever remodeled a home where you wanted to remove a wall, only to be told by the contractor that it was a “load-bearing” wall? That bit of news can sometimes blow a budget, but it’s reassuring to know that the home has structural integrity and that you can keep it intact with a […]

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Digital Only – What You Don’t See Is What You Don’t Get, Part 2

Successful digital strategies recognize the need to support customers through the provision of chat, email, voice and other suitable channels. Without offering a route to direct, more immediate contact than Web-based forms, the service being offered will fail to meet public demands and will actually end up costing money as customers take specific issues direct […]

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