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Entries Tagged ‘customer journeys’

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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Photojournalist and Author Dewitt Jones to Speak at Verint Engage Customer Conference

Renowned photojournalist, author, and adventurer Dewitt Jones will be a keynote speaker at the Verint Engage Global Customer Conference in Orlando. Held May 22- 25, Engage provides a unique forum for Verint customers and partners to network with industry leaders, share ideas and perspectives, and learn from other attendees and speakers—including Jones, who spent 20 […]

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CX Can Make 2017 the Finest Year Yet for Your Brand: 3 Ways

Milestones are important reminders. What will your brand’s promise and purpose be in 2017, and where does the Customer Experience (CX) Program fit in? Perhaps more importantly, what should we as CX professionals consider about the brand? It’s no secret that the New Year is when most of us slow down for a moment to […]

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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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For 2017, Resolve to Maximize Your Contact Center Technology Investments

How can organizations start to think more strategically in the New Year about maximizing their technology investments? One way is by looking at IVR and WFO-generated customer insights as a single entity—rather than separate ones. Enterprises can thus strengthen the value from both solutions and likely be on their way to improving the customer experience. […]

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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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Verint Speakers: Humanizing Customer Engagement in a Digital World

CRM Xchange Virtual Conference November 3; Best Practices Roundtable Verint’s Rajeev Venkat, senior director, solutions marketing, will present “E2 = CEO” as part of the “Best Practices in 60 Minutes” roundtable at 4 p.m. ET with an emphasis on employees and the enterprise for successful Customer Engagement Optimization (E2 = CEO). Venkat will also discuss […]

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Customers First, Employees Always—Celebrating National Customer Service Week

We have been hearing a lot about the impending “Age of the Customer” and how critical our employees are to enabling this new age. In fact, some would argue that this new age is already here and if you haven’t prepared your staff, then you will be left behind. That’s because great customer engagement starts […]

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Measuring Loyalty: The Insider’s Guide to Customer Experience

When people think about measuring customer satisfaction, they naturally assume a corollary is customer loyalty. Unfortunately, customer satisfaction can only be a reliable predictor of customer behavior, and by extension loyalty, when evaluated within the context of the customer journey. At what point is the customer satisfied—at the purchase, when help is needed, or when […]

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Using Closed-Loop CX Processes to Change Organizational Culture

Popularized ROI examples from Customer Experience (CX) programs tout improvements made at the department level, typically representing quick wins with significant ROI for minimal investment. Changing the design of the bill or invoice to reduce customer confusion Changing legacy “business as usual” internal rules or processes that are no longer necessary Changing the “optics” of […]

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