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Entries Tagged ‘loyalty’

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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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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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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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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Customer Experience: The Difference Between Failure and Success

November 17 CRMXchange Webinar to Explore the Difference between Customer Experience Failure and Success The difference between delivering a customer experience failure or success can be razor thin. A colleague worked with a technology company that differentiated their commodity services with a brand promise of superior customer support. The brand promise was difficult to prove […]

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Customer Experience Quality: Measuring Effectiveness, Ease and Emotion

October 27th CXPA Webinar with Forrester to Explore the 3 E’s of CX Quality Effectiveness, ease and emotion are three key benchmarks to measuring the quality of your customer experience program. The latter is an especially powerful indicator of customer loyalty, not to mention a key trigger that allows for immediate action. Knowing a customer […]

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Cultivating Leadership Support for Customer Experience: 5 Ways

Executive boards and senior leadership teams represent a variety of personalities and management styles, but one thing they definitely have in common is this: they’re busy. A customer experience (CX) program cannot thrive without broad-based organizational support, so here’s how to keep CX front-and-center in the busy lives of leadership teams and sponsors. Communicating the […]

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3 Things You Didn’t Know About Customer Experience

As we celebrate CX Day and National Customer Service Week (NCSW), I thought it would be a good time to share some secrets of the trade and build on the great insights from Ryan Hollenbeck’s blog yesterday. First, let’s talk about the definition of Customer Experience Management. According to Paul Greenberg, Managing Principal, The 56 […]

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Verint Speakers: Customer Loyalty and Cyber Threats Take Center Stage Worldwide

CRM Magazine Roundtable October 5; Webinar Verint’s Daniel Ziv, vice president, customer analytics, will present “Optimize Customer Experiences with Actionable Data” at 2 p.m. ET. Customer service departments and entire enterprises need to deliver more personalized and proactive engagements. Attendees will learn how to quickly discover customer issues and behavior trends through analytics to make […]

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Knowledge Management: How Getting Your Employees to Become in the Know Helps Your Business

Improving customer experiences is a top-ranking priority for almost all businesses. However, many organizations haven’t found ways to accomplish this goal. In fact, a common misconception is that simply adopting new technology or processes is enough to ensure customer satisfaction and loyalty. This couldn’t be further from the truth. Customer experiences are shaped by what […]

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