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Entries Tagged ‘customer loyalty’

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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Is Your Omnichannel Strategy Customer-Centric or Self-Centric?

How committed are you to engaging with customers? Leading organizations share a commitment to engaging with customers—capturing their feedback across all channels and then tailoring their omnichannel approach to their customers’ individual needs and preferences. Have you considered if your omnichannel strategy is customer-centric or self-centric? If you’re not capturing feedback from customers across all […]

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Connected, Contextual, Consistent—Intelligent Customer Service

I recently shared my thoughts with the Technology Services Industry Association (TSIA) about how a connected, contextual and consistent approach to customer service helps customers do business efficiently—and then get back to their busy lives. Moreover, employees benefit too, because a central set of cross-channel tools gives them the unified customer history, joined up processes […]

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Intelligent Customer Service: Connected, Contextual, Consistent

Today’s customer is smart, engaged, connected and informed. To keep pace with this new breed of customer, organizations must also become smarter and more connected. Your employees are the gateway to your customers. The best way to help ensure your customers are satisfied and loyal is to empower your employees with the tools and tactics […]

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Verint Customer Experience Program Earns Two New Industry Honors

Here at Verint, Customer Experience remains at the forefront of how we operate. We have a thoughtful, dedicated CX initiative with broad cross-functional support and fantastic customer advocacy. A big part of this success is having a dedicated operational leader for CX.  Our own Nancy Porte, vice president of global customer experience, tirelessly commits her […]

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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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Is There Common Ground Between Customers and Brands on What Loyalty Means?

Organizations are amid a shift in customer handling philosophies in an age where interactions between customers and brands are occurring increasingly primarily through online and digital channels. The philosophy is customer experience. Brands are looking at the entire experience their customers are having and trying to first understand what the experience is and how to […]

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Delivering Great Customer Experience

Providing great experiences for customers has become an important goal for many companies today. They recognize that creating compelling experiences is the best way to attract, retain and delight customers; engage employees; and differentiate their company from the competition. As I have discussed in a previous blog for the Atlanta Business Chronicle, Bain & Company […]

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