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Entries for the ‘Web Self-Service’ Category

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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“Digital First” strategies enabled by LAGAN Enterprise 14R1

Released on January 14, this major new release – LAGAN Enterprise 14R1 – enables you, the Public Sector, to fully unlock the economic value that can be derived from your “digital first” strategies by: Increasing the services available for digital consumption through the release of a portal that provides secure access to customer data and transactional services Enabling […]

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Learnings from the #channelshiftcamp unconference 2013

This being my first “unconference,” I wasn’t entirely sure what to expect from the 2013 Local Government #channelshiftcamp event organized by the Public Sector Customer Services Forum (PSCSF). Hosted by Derby City Council and held in its impressive new council offices, the event kicked off with some of the attendees (including myself) pitching channel shift ideas for […]

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Daniel Smiley’s Diary – July 2013

July 13th.  Just back from holidays.  Got the tan I wanted…  result!  Airline was great.  It’s online booking process worked like a charm after all.  That email reminder I got back in June with the flight details was timely too – I got the departure day mixed up!  Really positive vibe on both flights, too. […]

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The case for a ‘digital first’ framework

It’s very easy to put some transactional services onto the web, but that doesn’t mean you’ll get the efficiency savings you need. Despite most (if not all) public sector organizations having already put their services online, many would privately feel that they have stalled in their online initiatives, despite having some initial success, and need to make more efficiency savings. I believe […]

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