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Entries Tagged ‘Customer Journey Mapping’

Customer Engagement LIVE! Executive Summary

Verint recently took part in the Customer Response Summit in Las Vegas, a forum for customer experience and customer service executives.  One of the primary themes of the conference was “Leaders Learning from Leaders.”   Verint’s contribution to this theme was an interactive general session called “Customer Engagement LIVE!” where we grouped executives into discussion […]

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A Tool For Positive Change: Five Tips for Building a Customer Journey Map

Building a great journey map is not easy. In our experience, the best approach is to make the initial investment in a holistic map and its supporting customer data, and then drill down to solve transactional issues in the next phase. Holistic maps help us take the customer’s view—and that’s not always easy for a […]

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7 Areas to Consider for Your Voice of the Customer Strategy

Voice of the Customer and Customer Experience initiatives are strategic imperatives today, helping organizations measure and enhance experiences, satisfaction and loyalty. Organizations that elevate and improve these areas can potentially realize powerful benefits including improved customer loyalty, reduced customer churn and deep insights into customer behavior.  Last week I interviewed the Director of Customer Insights […]

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Still Just Upgrading Touchpoints? Create Future Journey Maps for Real Value

These days everyone is trying to better understand their customers’ needs and preferences. Armed with this knowledge, organizations can better prioritize the customer experience and build more loyal, long-term customers. As part of this process, there’s real value in mapping customer journeys. These maps help illustrate the interaction between company and customer at every point […]

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Outside-In Thinking Must Produce Inside-Out Actions

Spring is a big season for customer service and customer experience conferences. I get the chance to attend several of them. They are typically very lively affairs with great keynote speakers and glowing field reports from leading practitioners. At a recent customer experience conference, I heard a lot of talk about understanding the customers’ experiences. […]

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2016 Predictions: Get Back to the Basics

Over the past couple of months, I’ve been reading quite a few articles on 2016 predictions. Many of the write-ups speak to important topics: digital first, cloud, mobile, predictive, knowledge management, self-service, customer journey mapping and more. While I enjoy seeing what others predict, I thought I’d stick to something more pragmatic and write about […]

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Customer Engagement: Are You Immature?

This past week we held a webinar with Jeremy Cox from Ovum to review some research of more than 18,000 global consumers. Jeremy did a great job walking us through the data and laying out many of the aspects of customer engagement that organizations need to consider. One of the more interesting slides Jeremy presented revolved […]

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Smarter Customer Engagement with Analytics

We all know that today’s customers have higher expectations than ever before. As highlighted in my recent Dataquest feature, the proliferation of the multi-device, omnichannel culture has made it more difficult than ever for organizations to manage the people and processes required to respond to consumer expectations in a consistent, personalized and contextual manner. However, […]

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Verint Keeps the Focus on the Customer Worldwide in October

Member Care at AARP – Real Possibilities and Real Results October 13; Verint-AARP Webinar Verint’s Scott Hays, vice president, solutions marketing, and AARP’s Brian Clancy, manager contact center operations, will discuss at 1 p.m. ET how the customer journey is made up of many experiences—most of which are the sum of individual interactions and even […]

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Isn’t There an App for That?

I was talking to Nancy Porte, our VP of Customer Experience after a recent webinar she did in which she discussed the intricacies of journey mapping. One of the comments/questions posted by an attendee really struck a chord with me. The comment stated, “that seems like an awful lot of work. Is that what it […]

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