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Entries for the ‘Social CRM’ Category

Social Customer Engagement Requires Agility

Business agility has been described as the ability for organizations to sense, prioritize and act. First a business must be able to rapidly sense an opportunity or threat to its business. It must then have the ability to prioritize and evaluate potential responses to these challenges. And finally, it must be able to act effectively, if […]

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Convergence: The Big Pivot for Financial Security

All you need to do is open a magazine, turn on the news or walk the floor of an industry tradeshow to know that the security landscape is changing.  In previous years security was limited to the protection of physical assets and people—but that is no longer the case.  A convergence is underway that will […]

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Be Part of the 2016 Engage Global Customer Awards

Have you or someone within your organization used software from Verint to optimize customer engagement? Has this person helped increase customer satisfaction, build customer loyalty, drive revenue, improve operational efficiencies, and/or heighten employee morale? If so, then be sure to submit a nomination for the 2016 Engage Global Customer Awards! The Engage Global Customer Awards […]

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How Telligent Community Complements Verint Engagement Management

One of the best things you can do for your customers is save them time and effort. And if you’re looking for a way to help increase loyalty, these are great starting points. That’s where Telligent Community social self-service can help. With the rising popularity of self-service—particularly with younger consumers—peer-to-peer forums and online FAQs can […]

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Top 5 Predictions for Government and Public Sector Customer Service, Part 1 – 2015 in Review

Almost one year ago, I made some predictions for what would take place in government and public sector customer service in 2015. Now that we have moved into 2016, it’s time to take a look at how I did. I’ll review each prediction and give them a grade (on a scale of 1-10, with 1 […]

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Don’t Let Fear Drive Your Digital-First Customer Engagement Strategy

During the past few years, I have had the privilege of meeting many government and public sector representatives to discuss their challenges and visions for digital-first customer engagement strategies. While most public sector organizations have implemented some form of this strategy—whether it’s called digital first, channel shift, digital by default or something similar—many believe that […]

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Digital Disruption—The (Data) Tide Is High

Digital disruption is here to stay—as are expectations of near instantaneous answers and action. So, navigating digital disruption is forcing organizations to be more focused and responsive to the needs of customers than ever before. With infinitely more choices at their fingertips, consumers have an unwavering list of demands and find it easy to switch […]

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Can Public Safety Be Improved Through Citizen Engagement?

In cities around the globe, police officers and public safety officials work to ensure the safety of millions of residents—a prospect that must often feel daunting. Consider the fact that one of the world’s largest municipal police forces—New York City—includes more than 34,000 officers. And yet there is still only a 247-to-1 ratio of officers […]

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A Practical Guide to Digital for Banks

“Digital” is critical in financial services, but defining the term is difficult. At Celent, we believe that digital requires a structural change in the financial institution. Our framework illustrated below makes it easier. Digital in banking begins with the customer. Banks should be clear what their brand stands for (e.g., superior service, price promise) and […]

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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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