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Entries Tagged ‘customer loyalty’

Getting the Customer Experience Right in 2017

Verint’s Ryan Hollenbeck recently spoke with Contact Center Pipeline about the art of balancing the digital and human elements of the customer experience. Organizations that strike this balance effectively can offer a broader range of customer service options to meet the needs that stem from constantly evolving customer preferences. Hollenbeck noted the following as he […]

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Leading Personal Lines Insurer Prioritizes Customer Engagement

This personal property and casualty insurance provider needed the tools to address complexities that the company’s traditional methods for understanding the voice of the customer failed to address. Their previous platform was not delivering effective data that company representatives needed, so they chose Verint Workforce Optimization and Customer Analytics solutions—including Verint Call Recording, Verint Quality […]

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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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10 Lessons Learned from Voice of the Customer Trenches: How to Design and Build a Great Survey

Surveys play a vital role in customer experience (CX) and are often referred to as the “backbone” of a successful program. While there are many ways to gather information from customers and consumers, surveys serve as a very important tool in collecting and managing feedback.  As an experienced CX professional, I can tell you firsthand […]

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

Tis the season to take stock of where things are—and CX programs are no exception. The New Year is a good time to ask if your organization’s customer experience is reflecting well on your brand. Is there room for improvement? Over the years, one question has become an integral part of my process of closing […]

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The Best Part of 2016? Global Customer Engagement

Earlier this month, we wrapped up Verint’s global Engage customer events for the year at the amazing Savoy Hotel in London. What started in a beautiful harbor in Sydney, Australia with a bang in May has now finished strong in December in London, where we doubled last year’s number of customer attendees and had the […]

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Looking Ahead: 2017 Business Challenges and Opportunities

As you start to finalize 2017 planning for your organization, have you looked “outside in” and gathered ideas and insights from other organizations for the customer engagement optimization elements of your planning? Considerations for a well thought out customer engagement strategy include determining how you can enrich customer interactions, improve business processes, and optimizing the […]

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Verint Speakers: Robotics, Knowledge Management—and Using Customer Insights Wisely

Future Branches November 29 – December 1; La Jolla, California Verint’s Jenni Palocsik, solutions marketing director, will participate in a panel discussion on December 1 titled “Avoid Bright Shiny Object Syndrome: Using Technology the Way Your Customer Needs It” at 12:55 p.m. ET. Buying the latest tools doesn’t necessarily make them right for your customers. […]

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The Rising Importance of Digital Channels

As a consumer, digital channels play a big part of any decision I’m making. Digital channels, in particular online communities, enable me to: Take less risk in my choices and decisions, as I can learn from those that have gone before me. Preview how I will be treated as a future customer. In fact, I […]

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Cultural Change: 5 Ways to Empower Employees with Customer Insights

Not too surprisingly, employees do better work when they have access to what customers are thinking. So, how do you apply everything you’ve learned about customer wants and expectations to the front lines—where it makes the most difference? I’ve spent many years leading customer experience efforts and learning valuable lessons. In my latest article for […]

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