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Customer Engagement Optimization: Enabling “First Person” Issue Resolution

As I discussed  in last month’s blog Creating a Customer-Centric Culture, the president of a division of a Fortune 500 utility company drives her organization’s customer engagement optimization strategy by incorporating a combination of business and workforce optimization initiatives. I met with the president again a couple weeks ago, and we discussed some additional areas around […]

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Verint Executives Nominated for Security Industry Leadership Award

We are pleased to announce that Kevin Wine, Vice President of Marketing for Verint Video and Situation Intelligence, and Matt Tengwall, Vice President and General Manager of Security and Cyber Solutions for Banking and Retail Markets for Verint, are nominees for the 2016 Physical Security Industry Influencers Award. Presented by Security.World, the award honors the […]

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The Branch Is Evolving—Not Dissolving

Does it feel like déjà vu every time you read another article predicting the death of the bank branch? There’s no denying that smartphone apps and online banking have had an effect on the bank branch—and yes, consumers are moving to digital channels. But while the number of brick and mortar locations may decline—and how […]

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Busting Through a Customer Satisfaction Plateau: 3 Ways

We all want to see constant improvement, but what do you do when customer satisfaction flat lines? The dreaded customer satisfaction (CSAT) plateau. It happens to every organization. After beginning our customer experience program, we enjoyed watching the satisfaction metric rise. And rise it did. I couldn’t wait to see the quarterly results to see […]

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Getting Knowledge Management Right: Ask the Experts

Have customer service issues become more complex in your organization? Has the rise in self-service meant that only the most challenging questions enter your contact center? Have these challenges led to long calls and inconsistent results? Knowledge management is a critical tool in the modern contact center. As customer issues grow in complexity, it is […]

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Blair Pleasant interviews Verint’s Ryan Hollenbeck

Verint’s Ryan Hollenbeck, senior vice president, global marketing, recently spoke with Blair Pleasant of UCStrategies about the role actionable intelligence and customer engagement optimization play in creating loyal, long-term customers. In addition, Ryan discusses why both are so important to what Verint does in the marketplace every day. View the video.

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Communication and Collaboration Key To Keeping Us Safe in an Unsafe World

The recent tragedy at The Pulse nightclub added an extra dimension to the Association of Public Safety Officials (APCO) Annual Conference and Expo in Orlando, Florida this week. More than 2,500 registered attendees are here with just under 300 exhibiting companies. APCO is the premier industry event for public safety communicators and has been since […]

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

Success with today’s customers requires a great customer experience. And creating a great customer experience requires funding—which requires a strong business case. That should be simple enough, right? You spend some time masterfully outlining how industry-leading customer satisfaction would be achieved by drawing on the latest research and best practices—and then the funding rolls in, […]

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Using Closed-Loop CX Processes to Change Organizational Culture

Popularized ROI examples from Customer Experience (CX) programs tout improvements made at the department level, typically representing quick wins with significant ROI for minimal investment. Changing the design of the bill or invoice to reduce customer confusion Changing legacy “business as usual” internal rules or processes that are no longer necessary Changing the “optics” of […]

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Hats Off to Customer Personas—Optimizing Digital First Strategies

One of the keys to optimizing government digital transformation strategies is being able to identify individuals online so they can access services conveniently and securely. In my blog, Deliver More Economic Benefits by Getting Secure Online Transactions Right, I pointed out that although not all digital services require people to be authenticated via an online […]

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