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Entries for the ‘Web Self-Service’ Category

Omnichannel Customer Engagement Must Consider the Branch or Store Employee

When a customer walks into your branch, they may have a simple transaction to complete, or be interested in learning more about getting a mortgage. Whatever the reason that prompted them to visit a physical location, today’s consumer expects that their bank can help them—and that they can continue a journey that may have started […]

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Planning for 2016? Verint Customer Conference Offers Insight for Achieving Business Goals

With the year drawing to an end, your organization may be in high gear, planning goals and strategies for 2016. Most people are looking for fresh ideas to engage customers more effectively. Learning from others who want to share their insights? That’s always a great idea. If you’re a Verint customer or partner, here’s your […]

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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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Verint Adds Communities Software to Portfolio with Acquisition of Telligent

More and more consumers are turning to communities to seek insights about products, services, support and other topics of interest. As they continue to seek perspectives from their peers before making decisions, the importance of social communities continues to grow. With the demand for more real-time engagement and personalized service, communities have become sought-after 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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The Unknown Benefits of Gamification – Part Two

Part one of this blog series introduced the lesser known benefits of gamification. In this post, we’ll explore how gamification can actually help create happier, more engaged employees. Employers are looking for ways to create more satisfied employees. That helps with customer experiences and engagement, and can help reduce attrition. Gamification can assist these efforts. […]

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Customer Service Trends for 2015

It’s time to look ahead to see what 2015 has in store for the world of customer service. Here is what I foresee happening this year. Service is the new marketing. This has never been truer than now and will accelerate in 2015. It is critical for an organization to sustainably meet customers’ expectations and […]

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Targeting Investments in Customer Engagement Transformation

In a recent cross-industry survey of CIOs, respondents were asked to apportion investments to improve customer engagement across seven areas. The results indicate that investments were needed in multiple areas and the CIOs aimed to achieve broad transformation rather than specific, targeted improvements. (Click on the chart to expand the image and then Back to […]

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Three Keys To Successful Web Self-Service

So, you want to implement Web self-service? That’s a good idea and an admirable goal. Several solutions are available to help you achieve it. However, if you want your Web self-service to be successful, you need to keep three key points in mind—always respect your customers’ time, your customers know more than you, and you […]

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Top 5 Predictions for Public Sector Customer Service in 2014

It’s time for my Top 5 predictions for public sector customer service in 2014. Enjoy! 1. The public sector will adopt customer-centric user models for their digital user interfaces When people look for information on the Web today, they use a search engine that has a single input field intuitively inviting them to enter the details […]

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