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Author Archive

The Future of Self-Service—Virtual Assistants, Speech Recognition and the Internet of Things

When was the last time you actually walked into your bank or even spoke to a bank representative? For many of us, these activities are now rare occurrences. When was the last time you had a travel agent book a trip for you? It has probably been quite a while, since many people now prefer […]

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Multichannel + Escalation Management = Omnichannel

Unlike multichannel service, omnichannel customer service considers the entire customer journey, and manages the escalations and transitions between channels and customer service representatives that sometimes need to occur to successfully resolve a customer issue. In essence, omnichannel takes an outside-in view of customer service. Let me share a personal example of how organizations can fail […]

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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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The Critical Role of Employees in Today’s Digital World

Here at Verint, we’ve recently completed our most successful global customer conference ever, with more than 1,000 customers and partners joining us in Las Vegas, Nevada. Following this conference, I attended the Glastonbury festival in the U.K., one of the largest music festivals in the world and home to 175,000 attendees for five days every June. […]

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You Can’t Transform Customer Engagement Without Employee Engagement

A recent Gallup opinion poll made for some fairly grim reading for global organizations. It found that 70 percent of American workers are either “Not Engaged” or are “Actively Disengaged” from their workplaces. In Europe, the situation was even worse, with the highest engagement level being in Denmark. However, that number is still only 21 […]

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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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It Was, Is and Always Will Be About Empowerment

Does anyone pay for mobile ring tones anymore? A few years ago, it was usually the first thing I tried to do when I got a new mobile. Now I can change my ring tone in seconds and choose from my own music catalogue.   Does anyone still rent DVDs? We’ve moved from watching films […]

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Nobody Puts Customer Service in a Corner

Well, actually, they do. The majority of business websites still put customer service contact details two or three clicks inside their sites, rather than on their homepage. Most homepages focus entirely on sales, yet it’s estimated in a recent Forbes article that 80 percent of visitors to a company’s website are seeking support. However, within […]

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If You Want Loyal Customers, Make it Easy to Complain

If there’s only one thing worse than a customer complaint it’s not seeing a customer complaint. If you don’t see it, there’s little you can do. For every customer who complains directly about your business there are many more who are equally dissatisfied but don’t bother to complain. They simply stop doing business with you […]

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Making Insurance Customer Touch Points Count

When it comes to customer experience, the insurance industry has a problem — touch points. I don’t think I’m unique in saying that I seldom contact my insurance company. Once a year maybe, at renewal time usually, sometimes less if the renewal quote is acceptable. This lack of engagement, however, poses a problem for insurance […]

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